患者对门诊部服务的满意度。
Patient satisfaction with services of the outpatient department.
作者信息
Mohd Athar, Chakravarty Abhijit
机构信息
Executive Officer, INHS Patanjali, Naval Base, Karwar 581308, Karnataka, India.
Professor & Head, Department of Hospital Administration, Armed Forces Medical College, Pune 40, India.
出版信息
Med J Armed Forces India. 2014 Jul;70(3):237-42. doi: 10.1016/j.mjafi.2013.06.010. Epub 2014 Jun 25.
BACKGROUND
Patients' satisfaction is a useful measure to provide an indicator of quality in healthcare and thus needs to be measured frequently. The aim of the study was to analyse and compare the level of satisfaction of patients attending the Outpatient Department of a Hospital.
METHODS
Study was conducted by using a pre-structured questionnaire with 120 samples. Samples were further stratified into sub-populations of Officers, Junior Commissioned Officers (JCOs) and Other Ranks (ORs) including dependents as study population.
RESULTS
JCOs predominantly expressed lower satisfaction judgement with several attributes. Overall satisfaction judgement with Outpatient Department services were rated lower by JCOs (2.56) when compared with Officers and ORs (3.10), the difference being statistically significant.
CONCLUSION
Statistically significant differences have been identified by this study against various study attributes as well as overall impression towards OPD services among the study groups, which need to be addressed by the hospital leadership to achieve consumer delight.
背景
患者满意度是衡量医疗保健质量的一项有用指标，因此需要经常进行测量。本研究的目的是分析和比较某医院门诊部患者的满意度水平。
方法
采用预先设计好的问卷对120个样本进行研究。样本进一步分层为军官、初级委任军官（JCO）和其他军衔人员（OR）及其家属等亚人群作为研究对象。
结果
JCO对多个属性的满意度评价普遍较低。与军官和OR（3.10）相比，JCO对门诊部服务的总体满意度评价较低（2.56），差异具有统计学意义。
结论
本研究发现各研究组在各项研究属性以及对门诊部服务的总体印象方面存在统计学显著差异，医院领导需要解决这些问题以实现消费者满意。
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