中国卒中杂志2016，Vol.11Issue(3)：241-244,4.DOI:10.3969/j.issn.1673-5765.2016.03.016
利用缺口分析理论调查住院患者满意度的实证研究
Empirical Studies of In-patients Satisfaction Based on Gap Analysis
王玮 1姚家思 2朱秀2
作者信息
- 1. 1100050 北京首都医科大学附属北京天坛医院绩效管理办公室
- 2. 北京大学护理学院
- 折叠
摘要
Abstract
Objective To investigate the role of gap analysis in the survey of satisfaction degree of in-patients, so as to provide theoretical evidence for improving quality of hospital services. Methods A survey was conducted on 844 in-patients or their family members in a tertiary level class A hospital in Beijing with the questionnaire designed according to the gap analysis theory, then statistical description and Friedman M test were performed on the results of the survey so as to learn about the appraisal of every aspect during the process of in-hospitalization and the aspects that need more focus to be improved. Results The average score of satisfaction degree was 9.06 in that hospital. Patients were satisifed with the medical skills. By Gap Analysis, Check-out Service was with the largest gap which should draw hospital manager’s attention. Conclusion Gap Analysis could effectively evaluate satisfactory degree by patients and service gaps, which can provide suggestions for improvement of hospital management and patient’s feeling.关键词
缺口分析/住院患者/满意度调查Key words
Gap Analysis/In-patient/Satisfaction survey引用本文复制引用
王玮,姚家思,朱秀..利用缺口分析理论调查住院患者满意度的实证研究[J].中国卒中杂志,2016,11(3):241-244,4.
