| 摘要: |
| 目的 了解当前天津市三甲综合医院门诊患者就诊需求以及对服务的满意度，为天津市医院门诊管理提出可行性参考建议。方法 采用自行设计调查问卷对天津市5所三甲综合医院1 000名门诊患者进行问卷调查。利用SPSS11.5软件包分析处理数据。结果 调查共发放1 000份问卷，有效问卷995份，问卷回收率为99.5%。患者总体满意度较高，其中医生服务态度和门诊环境卫生满意度得分最高，就诊时间和医疗费用的满意度最低。结论 医院管理者应提高医疗服务质量，增强医疗费用合理度，优化就诊流程，完善硬件设施。 |
| 关键词: 综合医院 门诊 满意度 |
| DOI： |
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| 基金项目: |
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| Investigation on Outpatient Service Needs and Satisfaction in Five Tertiary Comprehensive Hospitals in Tianjin City |
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| Abstract: |
| Objective To learn the outpatient treatment needs and service satisfaction in Tianjin tertiary comprehensive hospital and to make feasible suggestions on hospital outpatient management in Tianjin.Methods Questionnaire was designed by research team and was used to investigate 1 000 outpatients in five tertiary comprehensive hospitals in Tianjin through using SPSS11.5 software to analysis data.Results 1 000 questionnaires were distributed，995 questionnaires were effective，and response rate is 99.5%.Patients’ overall satisfaction is relatively high，the douctor service attitude and outpatient environmental health scores are highest，satisfaction of treatment time and health care costs are lowest.Conclusion Hospital managers should improve the medical service，strengthen medical expenses reasonably degrees，optimize treatment process，and perfect hardware facilities. |
| Key words: comprehensive houspital,outpatient,satisfaction |
