目的 2011年1月-2014年6月对湖北省荆州市妇幼保健院708例出院患者进行满意度调查,分析、汇总患者对该院医疗服务的意见,提出改进建议。方法采用电话访谈方式,调查840位患者及患者家属,调查涵盖医疗技术、服务质量、医患沟通、工作效率、后勤保障等方面内容。结果调查成功对象708人,占调查对象84.3%。对保健院满意度从2011年的86.1%上升至2014年6月的97.2%,满意度呈逐年上升趋势。同时调查对象基本满意和不满意的地方主要集中后勤保障(占32.8%)和服务态度及医患沟通(占23.4%)方面。结论通过开展出院患者满意度调查,针对出现的问题,加强院内后勤管理、提高医疗服务质量、从而提高患者满意度,构建和谐医患关系。

Objective To analyze patients' opinions to hospital medical service and to find improvement suggestions from the satisfaction investigation among 708 discharged patients in Jingzhou maternity and child care hospital between January 2011 and June2014. Methods Through telephone interviews,840 patients and patients' families were surveyed the medical technology,service quality,doctor-patient communication,work efficiency,logistics and other aspects. Results 84. 3% of object subjects accepted the interview successfully,the satisfaction present upward trend from 86. 1% in 2011 to 97. 2% in 2014. And the unsatisfactory mainly focus on logistical support(32. 8%),service attitude and doctor-patient communication(23. 4%). Conclusion According to the problems from the investigation,hospital should strengthen hospital logistics management,improve the quality of medical services,in order to improve patient satisfaction and to build a harmonious doctor-patient relationship。