Research on Outpatient Management Service Countermeasures Based on Patient Satisfaction Survey Analysis
Objective To explore differences between outpatient service and patients'expectations and feelings,and put forward methods and measures to improve satisfaction of outpatient patients,so as to provide effective reference for improving quality of outpatient medical service.Methods From May 2020 to May 2022,3 000 outpatients in a top-three TCM hospital with the largest number of outpatients in Jiangsu Province were selected as research objects.Satisfaction of patients with different gender,age and educational background on hospital environment,pharmacy staff service satisfaction,medical guide satisfaction and doctor service attitude were compared.Results The satisfaction of outpatients with hospital environment was 76.64%,satisfaction with service of pharmacy staff was 72.40%,satisfaction with service of doctors was 68.59%,and satisfaction with guidance service was 65.42%.There were statistically significant differences among different gender,age and educational background in hospital environment and service attitude of medical guides,doctors and pharmacy staff(P<0.05).Conclusion It is necessary to accelerate transformation of outpatient areas and integration of multi-hospital districts,improve quality of medical services,meet the growing demand of patients for traditional Chinese medicine services,use information technology to optimize outpatient service process,and improve ability and level of outpatient service in various aspects,so as to improve patient satisfaction and happiness of medical treatment.
outpatientservicesatisfactionChinese medicine hospitalmanagecountermeasure
万方数据
维普
