目的：对山东省25所三级甲等医院开展“三好一满意”活动检查，并进行患者满意度问卷调查，发现其中存在的问题，提出建议以更好地开展此项活动。方法：采用方便抽样的方法，对山东省25所三级甲等医院的门诊和住院部患者进行问卷调查，采用SPSS 13．0对数据进行统计分析，统计方法主要为描述性分析。结果：山东省地市级三甲医院积极开展“三好一满意”活动，效果初现，使三甲医院在提高医疗服务质量上起到了很大促进作用，患者满意度也得到了进一步提升，但也发现了一些亟待解决的问题。结论：做好“三好一满意”活动，应摒弃“诊治即服务”观念，树立“以病人为中心”理念，发挥患者自身调节机能，建立沟通理解的医患关系，为患者提供人性化服务。%Objectives:To assess and find problems on three good and one satisfaction project in 25 top tertiary general hospitals in Shandong province. Suggestions will be given to better carry out this project. Methods:Outpatients and inpatients in 25 top tertiary general hospitals in Shandong province were selected by convenience sampling to receive a questionnaire.By SPSS 13.0, data were analyzed by descriptive statistics methods. Results:Municipal hospitals in Shandong province have actively carried out three good and one satisfaction project. It has greatly helped promoting medical quality and patient's satisfaction. But some problems have been found. Conclusions:It should cast away the concept of"treatment is the same of service"and set up patient centered concept to better implement three good and one satisfaction project. The patient's own adjustment function needs to be developed and good hospital patient relationship should be built to provide the humanized service.
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