| 摘要: |
| ??????? 目的
了解门诊患者对就医服务感受度影响因素，以期提高患者满意度。 方法 现场问卷调查法、专家访谈法。 结果 患者在门诊过程中最为关注的就诊流程、等候时间、就医环境、医德医风四个因素，非常看重医护人员服务规范，服务流程便捷流畅。病情不同患者对等候时间要求不同，对医院熟悉程度与就诊环境感受度不同。结论 在门诊服务中为患者提供便捷流畅、规范化的服务，同时应注重患者的不同服务需求。 |
| 关键词:
门诊患者 诊疗服务 感受度因素 |
| DOI： |
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| 基金项目: |
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| Research of the Factors of Outpatient Medical Service Perception |
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| Abstract: |
???? Objective
To find out the attention of medical service factors, and to improve perception of patients’ satisfaction. Methods Using scene investigation and expert interview method. Results Outpatients pay the most attention on 4 factors, including the services standard，expected wait time, medical service environment and professional attitude. Patients of different disease are different to require waiting time. Different degree of familiarity is different to environment feelings in out-patient. Conclusion The convenient and regulative service of outpatients should satisfy patients’ different service needs. |
| Key words: outpatient, medical service, perception?degree factor |
