Survey of outpatient satisfaction in a level three first-class hospital and countermeasures
10.3760/j.issn.1674-2907.2014.25.014
- VernacularTitle:三级甲等医院门诊患者满意度调查与对策
- Author:
Ying ZOU
1
;
Bake ZULIPIYA·
;
Yi YANG
Author Information
1. 830054 乌鲁木齐，新疆医科大学第一附属医院门诊部
- Keywords:
Outpatient service;
Patient satisfaction;
Level three first-class hospital;
Countermeasures
- From:
Chinese Journal of Modern Nursing
2014;20(25):3185-3188
- CountryChina
- Language:Chinese
-
Abstract:
Objective To improve the quality of outpatient service in hospital by analysizing of outpatient satisfaction .Methods 1 300 outpatients were investigated by using a self-designed questionnaire , which was conducted about medical environment , medical procedures , medical service and reservation and other content.Statistical data was analysized with SPSS 13 software.Results The hospital outpatient satisfaction was (4.00 ±1.00), in which the degree of satisfaction on the environment was (4.12 ±0.93), the visits process was (3.97 ±1.00),the service was (4.07 ±0.94).The main cause of patients were not satisfied: outpatient department layout was unreasonable , logo was not clear; more patients waiting link , cumbersome procedures;Especially in the clinic peak , waiting time was too long;experts does't begin on time, too little visit.Outpatients in the appointment of diagnosis and treatment related to the evaluation , and in the booking way to the hospital clinic and make an appointment (45.38%), through the media propaganda reservation service accounted for 29.00%, 32.00%patients with appointment investigation failed to visit the clinic because of absent experts , 18.31%patients thought that waiting time is long , 10.85% patients were not assured of the expert medical technology,10.85% in patients with expert medical technology was not assured .Conclusions The hospital should make the allocation of medical resources planning , strengthen medical management ,optimize the process , reduce the waiting time of patients ,improve the quality of service links .
