文档介绍：山西财经大学
硕士学位论文
层次分析法在门诊患者满意度分析中的应用研究
姓名:陈晓凤
申请学位级别:硕士
专业:情报学
指导教师:贾伟
2011-03-15
摘要
当今社会,随着社会医疗技术不断进步,医疗服务不断发展,患者到医院
就诊时的需求也越来越复杂和多样化。为了满足患者各种各样的医疗服务需求,
医疗机构所要承担的责任已不仅仅是给患者治病,而是为患者及其相关人员提
供全方位的医疗卫生服务。
本文的主旨就是通过对患者满意度的深入分析,把患者满意度作为衡量医
疗机构工作的关键因素,希望将提升患者满意度作为提升医疗机构经济效益和
社会效益的途径之一,为医疗机构的发展和决策人员的决策提供建议和依据。
具体方法是参照在管理科学中非常成熟的顾客满意度概念,结合医疗卫生服务
的行业特点,运用患者满意度概念来说明患者满意度对医疗机构的发展的影响
和作用。在此研究的基础上,深入分析可能对门诊患者满意度产生影响的各种
因素,经过分析和筛选来选择门诊患者满意度指标体系的各项指标,确定服务
质量、医疗费用、就医环境、医疗效果、顾客满意度和顾客忠诚度是构成该指
标体系的一级指标;根据各自的组成和特点,得出个可测的三级指标,并运
用方法定量分析各个指标数据以及给其分配权重。
利用该指标体系对对某县城一所二甲级综合医院门诊部进行了患者满意度
评价做实证研究,得出以下主要结论:目前患者仍然对“医疗效果”这一指标
是最为关心的;“就诊等待时间”开始引起人们的关注,患者希望在更短的时间
内得到更好的医疗服务,这与现代人们快节奏的工作生活相一致;患者对“影
像检查”的满意度不是很高,分析其主要原因是该医院医疗器械的精密度和准
确度可能达不到患者的需求。
【关键词】:层次分析法门诊患者指标体系满意度分析
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Abstract
In the modern society, the social medical treatment technology and the medical environment`s
progressing. In the same time, the patients` demands are ing more and plex and
various. To fulfill the all kinds of the patients` demand the anizations` duty are not only
the curing the patients. In this environment, how to make the patients satisfied is the question that
every anization has to deal with.
The purpose of this thesis is the deeply analysis on the patient satisfaction. In this paper, we
use the patient satisfaction as a measure of the key factors in the medical sector. We want to
improve health care institutions as one of the ways economic and social benefits use patient
satisfaction. The development of medical institutions and decision-making personnel decisions are
based on those mendations. Reference to specific method is very mature in the management
of science the concept of customer satisfaction, combined with medical and health services industry
characteristics, use of the concept of patient satisfaction to note the development of medical
institutions influence and role. In this study, the analysis are based on in-depth of possible
out-patie