Investigation of outpatients' degree of satisfaction with the non-technical quality service based on JCI
10.3760/cma.j.issn.1674-2907.2012.04.012
- VernacularTitle:基于JCI标准的门诊患者非技术质量服务满意度调查
- Author:
Rui XU
1
;
Li SUN
;
Ai-Juan LIN
;
Liu-Qin YANG
Author Information
1. 广东医学院附属医院
- Keywords:
Outpatient health services;
Quality of health care;
Joint Commission International standard (JCI);
Satisfaction
- From:
Chinese Journal of Modern Nursing
2012;18(4):407-410
- CountryChina
- Language:Chinese
-
Abstract:
Objective To investigate and analyze the outpatients' degree of satisfaction with the nontechnical quality service and provide the basis for improving service quality for outpatients.Methods Selfdesigned questionnaires were completed according to some ideas and requirements of Joint Commission International standard (JCI),to make the random questionnaire survey and analysis for the 1200 outpatients of triple A hospital (three levels of first-class hospitals) in Guangdong province from January to July,2011.Results Total of 1 083 questionnaires were withdrawn,and response rate of questionnaire items was 94.32％.Satisfaction of booking persons and doctors reached above 90％,including seven post staffs less than 90％.The highest satisfaction rate was 95.6％ of medical admissions and the lowest was 80.6％ of registration staff; waiting time of each process satisfaction degree was less than 80％,the lowest was 50.9％ in waiting medicine; pharmacist service was 94％,and 90.2％ of nursing service; Privacy protection of doctor was 95.3％ and privacy protection of inspection staff was 86.3％ ; environment facilities was 88.4％ and the health and safety was 71.2％ ; there were statistically significant differences in the attitude of different staff,inform service,privacy protection and service process (x2 =13 156.84,3 005.25,6 828.696,4 957.269,3 110.284,respectively; P ＜ 0.05 ).Conclusions The improvement suggestions should be put forward for the nontechnical quality service of which the satisfaction degree is low.
