刘永东 乔蓉 焦占雅 宋雯 杨光 刘贵宾

·调查分析·

北京市西城区区属公立医院出院患者满意度调查研究

刘永东 乔蓉 焦占雅 宋雯 杨光 刘贵宾

目的 开展北京市西城区区属公立医院出院患者满意度调查研究，为主管部门提供决策依据。方法 采用概率与规模等比例随机抽样方法确定样本量，采用计算机辅助电话调查方法开展调查。结果 2015年度北京市西城区区属公立医院出院患者满意度得分以百分制计算为91.8分。得分较高的项目是办理入院手续、医生与护士服务态度、医生与护士技术水平等；得分较低的项目是随访、伙食、医院硬件、护工等。 结论 应注重医学人文建设，加强与患者的沟通与交流，重视患者随访，加强医院硬件建设，改善患者伙食，加强护工培训，以提升患者满意度水平。

北京市西城区；公立医院；出院患者；满意度

【Abstract】Objective Investigation on the satisfaction of discharged patients about public hospitals in Beijing Xicheng District is carried out to provide decision-making basis for competent department.Method Sample size is determined by proportional random sampling method including probability and scale；computer aided telephone survey method is used to carry out investigation.Result Score of the satisfaction of discharged patients about public hospitals in Beijing Xicheng District in 2015 is 91.8 after calculated according to centesimal system.Items of higher scores include admission process，the attitude of doctors and nurses，doctors and nurses' technical level；items of lower scores include follow-up，food，hardware of the hospitals，nursing workers，etc.Conclusion Attention shall be paid to construction of medical humanities，enhance communication with the patients，follow-up，enhance construction of the hospital's hardware，improve food provided to the patients，enhance training of nursing workers and the satisfaction of patients.

【Key words】Beijing Xicheng District；Public hospital；Discharged patients；Satisfaction.

患者满意度包括显性服务满意度与隐性服务满意度［1］，是人们基于在健康、疾病、生命质量等诸方面的要求而对医疗保健服务产生某种期望，对所经历的医疗保健服务情况进行的一种测评［2］。为了解北京市西城区区属公立医院出院患者满意度情况，为相关部门提供决策依据，提高医院服务水平，更好地改善患者就医感受，北京市西城区医疗机构服务管理中心开展了“2015年度北京市西城区区属公立医院出院患者满意度”调查研究工作。

1调查对象与抽样方法

1.1调查对象

北京市西城区区属11家公立医院出院患者。……