分析患者体验及满意监测的利用价值

摘要

目的：分析患者体验及满意监测的利用价值。方法2011年6月-2013年6月，从本地的四所社康中心中随机400例患者作为研究对象，利用患者体验和满意监测(PKU-VPSM)工具，对四所社康中心进行连续性监测。结果一共发放调查问卷共400份，收回有效问卷380份，有效回收率为95%。经统计，患者普遍对社康中心的整体服务较为满意，两组患者在总体服务满意度和硬件条件满意度方面存在一定的差异，但差异无统计学意义（P＞0.05），且均处于较高的水平；但两组患者在服务有效性和基本医疗水平满意度，以及老年特色服务满意度等各方面的差异有统计学意义（P<0.05）。结论长期坚持监测患者体验和满意情况，可以对社康中心的日常工作进行引导，积极维护广大患者的切身权益，充分的发挥患者体验和满意监测的利用价值。%Objective To analyze the use value of patient's experience and satisfaction monitoring. Methods From June, 2011 to June, 2013, 400 cases of patients in 4 local community health centers were randomly selected as the research object. Patient's experience and satisfaction monitoring (PKU-VPSM) tools were used to monitor the 4 community health centers continuously. Results A total of 400 questionnaires were given out and 380 effective questionnaires were taken back, the effective recovery rate was 95%. By statistics, patients were generally satisfied with the overall service of community health centers, two groups of patients' satisfaction in overall service satisfaction and hardware conditions existed certain differences, but with no significant difference (P>0.05), and were at a higher level;But the differences between two groups of patients in the level of service effectiveness and basic medical service satisfaction, as well as the elderly characteristic service satisfaction and so on were significant (P<0.05). Conclusion Insisting on monitoring patient's experience and satisfaction for a long time, can guide the daily work of community health centers, positively safeguard the rights and interests of the patients, and make full use of the use value of patient's experience and satisfaction monitoring.