Cure Investigation And Analysis Of Satisfaction To The Out-patient Service Sufferer

Medical treatment hygiene is highly professional turn of the service permeates in people of the life in everywhere always. Take patient as center, real treat service object as customer and provide a humanized medical treatment health care service is 21 centuries, the key of the hospital creative management. The idea of "customer satisfaction", be subjected to the concern and the value of medical science field just and increasingly. "Take patient as center, raise medical treatment quality completely", the health department settles 2005 as "the hospital quality manage a year", strengthening science management, raising medical treatment service quality, behaving people's crowd to provide superior quality, safety, satisfied medical treatment service.The customer's satisfaction is a medical treatment service of evaluation index sign , is also a national operation circumstance of the medical treatment system of important index sign. This text aims at a medical treatment service, customer satisfaction, service quality etc. the concept carry on cultural heritage to review, and with 1 in Peking City three A hospital out-patient services for research object, carry on the inquisition and the research of the out-patient service sufferer's satisfaction.This text is totally divided into 5.Chapter 1 research background and motive, research purpose and meaning which introduced the customer in the medical treatment service a satisfaction a management, the chapter structure of the range of research and restriction and thesis. Chapter 2 overview cultural heritage concerning medical treatment service, the customer is satisfied, service quality, service process etc. the discussion of the concept and medical treatment service characteristic. Chapter 3 customer satisfactions which mainly introduced to take "service process" as a basis measure the design of method. The satisfaction of including the customer measures the choice of index sign, the customer satisfaction investigates the design of questionnaire, sampling method, investigate a method and statistics a method a design. Chapter 4 with Peking City some three A hospitals for research object, adopt to fortune upon of method, acquire the out-patient service sufferer the satisfaction investigate the questionnaire 1069 example. Chapter 5 is conclusion and suggestion: Conclusion:(1) Patient's satisfaction is one of the in common use index signs which evaluates a medical treatment service quality;(2) Along with opening of community health service exhibition, sufferer's seeking medical advice has already started appearing reposition of redundant personnel;(3)Simplifying a service procedure and shortening various sufferer to seek medical advice medium waiting time is one of the problem that the hospital needs to be improved; (4) The medical treatment health charge once increased to cause to see a doctor quickly expensive, lowering the medical treatment expenses is the problem that the sufferer hopes most to improve;(5)Enhance service consciousness. Suggestion:(1) I am excellent to turn service environment;(2) Strengthen an out-patient service management, simplify service process;(3) The humanities concern is a point, thin turn service link; (4) Strengthen an out-patient service charge management, lower medicine expenses;(5)Strengthen the hospital information-based construction, raise the management level of the hospital modernization;(6)Establishment double to turn (?) system;(7)Strengthening the medical ethics cures breeze construction, setting up good image; (8) Builds up handle to cure valid mechanism of suffer from the dispute ;(9)The brand conducts, molding service culture.