| 摘要: |
| ?????? 目的
了解门诊患者对于非医疗技术服务的满意度现状，探讨影响门诊患者满意度的非技术因素。方法 对广州市某三甲医院2012年3—6月就诊的208名门诊患者进行问卷调查。结果 与“等候时间”、“诊疗费用”相关的满意度水平显著低于“服务态度”、“环境设施”类,且满意度水平存在着社会人口学差异。结论 医院应注重非医疗技术服务的改进，可从营造舒适就诊环境、加强医患沟通、降低医疗费用及合理门诊布局等方面入手。同时，优化门诊预约服务可有效提高门诊患者满意度。 |
| 关键词: 门诊 非医疗技术 满意度 门诊管理 |
| DOI： |
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| Investigation and Analysis of Outpatient Satisfaction?on Non-technical Quality |
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| Abstract: |
| ????? Objective
To investigate patient satisfaction on non-technical quality services and related impact factors. Method From March 2012 to June 2012, 208 clinic patients from a Guangzhou hospital were recruited for survey. Result The satisfaction level of the "waiting time" and "medical expenses" are significantly lower than the "service attitude" and "environmental facility". Difference of satisfaction degree exits different social demographic characteristics. Conclusion Hospital should focus on the improvement of the non-technical quality of medical service, which can be improved from medical environment, doctor-patient communication, medical expenses and the layout of outpatients. Additionally, improving the service of outpatient appointment can significantly improve the patient satisfaction. |
| Key words: outpatient service,non-medical techonolgy, satisfaction degree,outpatient management |
