目的：通过调查住院患者关注的就医关键接触点和对各接触点的感受，为提升患者的就医满意度，提供更加优质的医疗服务，树立良好的医院品牌形象提供依据。方法：采用分层随机抽样的方法，对2014年4－6月江苏省南京市某医院共280例住院患者进行问卷调查。结果：患者主要通过亲友介绍、亲身经历了解医院，通过媒体了解的比较少；治疗费用的性价比、床的舒适和床单等用物的整洁、各项检查安排的合理性是患者关注度高但满意度较低的关键接触点。住院患者的总体就医感受程度与医护人员对病情的关注程度的相关性最高，变量重要性为17．37％。结论：整合传播媒体，加强品牌宣传力度；树立以患者为中心的护理服务理念，提供人性化服务；优化病房环境，时刻关注患者病情发展；合理安排检查项目，维护患者健康权益；关注术后护理，保障身心康复。%Objective:To understand the hospitalization concern and the point of contact to enhance feelings, perceptions of patients, under-stand of the hospital in the management of existing key point of contact problems and put forward corresponding countermeasures to provide high quality medical service.Methods:Using cluster random sampling method, questionnaire survey was carried out in 280 patients for 4-6 months of 2014 and the surgical department of internal medicine.Results:The patients mainly through the introduction of relatives and friends, personal ex-perience to understand the hospital, through the Internet and other media to understand less.The price of the cost of treatment, the bed comforta-ble and linens with rationality, the inspection object neat arrangement is the patients with the high degree of concern but feel the key points of con-tact with a low degree.Conclusion:The integration of media, strengthen the brand propaganda.Establish the patient-centered care service con-cept, to provide more humanized service;optimize the environment of ward, always pay attention to the patient's condition development;reasona-ble arrangements for the inspection of the project, to maintain the health interests of patients, pay attention to postoperative nursing, safeguard the physical and mental rehabilitation.
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