住院患者满意度指数模型研究

摘要

住院患者满意度是从患者角度评价医疗服务质量的重要指标.笔者通过文献检索法对目前国外患者满意度测量体系进行了比较,并讨论了我国患者满意度评价体系存在的主要问题.在借鉴国外经典顾客体验理论的基础上,从诊疗质量感知、服务过程体会、患者权益保障及安全、后勤综合支撑、费用疗效评价5个维度研究与住院患者满意度之间的关系,为各级医疗管理者横向(诊疗过程环节)和纵向(医院管理质量)比较医疗服务质量提供参考依据.%Inpatient satisfaction is an important index to evaluate the quality of medical services from the patients ' perspec-tive.Through literature search methods, this article compared different foreign evaluations of inpatient satisfaction and discussed the major problems existing of China's inpatient satisfaction evaluation system.By employing the classical foreign customer experience theory, the exponential model of inpatient satisfaction evaluation system was established through analyzing the relations between in-patient satisfaction and the five aspects including evaluation of diagnosis and treatment quality, experience of service process, safety and protection of patients'rights and interests, integrated logistics support and cost effectiveness analysis, hence providing a basis for analyzing medical service quality from horizontal comparison (diagnosis and treatment process) and vertical comparison (hospi-tal management quality).