| 摘要: |
| 介绍了新加坡医院满意度测评体系的基本框架，总结和分析了其与上海卫生系统测评体系构建的区别，认为我国医院应重视“人性化”的测评方式，同时关注评价指标体系构建与卫生政策的一致性；重视和完善员工激励机制，将顾客预期及感知质量评价作为改善服务的重要战略工具。 |
| 关键词: 病人满意度 测评体系 新加坡 上海 |
| DOI： |
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| 基金项目: |
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| Comparison and Analysis of the Questionnaire Evaluation of Singapore Hospitals and Shanghai Municipal Commission of Health and Family Planning |
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| Abstract: |
| Through demonstrating the satisfaction evaluation system of Singapore hospitals，the article analyzed the differences between the satisfaction evaluation system of Singapore and the system made by Shanghai Municipal Commission of Health and Family Planning. It was concluded that the humanized evaluation methods should be highlighted， the conformity of establishment of evaluation system and policy be focused on, staff incentive mechanism be focused on and perfected, and patients’ expectation indicator and perceived quality be considered as strategic tools to improve the healthcare system performance. |
| Key words: patients’ satisfaction,evaluation system,Singapore, Shanghai |
