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目的:探讨不同层级医院产科顾客对非技术质量服务的需求。方法:按照预先设计的调查问卷从2010年3月~8月对广东省某三级医院、二级医院、镇卫生院妇产科的产妇及其家属进行随机抽样调查并对结果进行分析。结果:不同层级医院产科顾客对医院非技术质量服务都有较高的需求,而对医院病房安静整洁卫生及标记清楚布局合理需求以三级医院顾客为最高;对仪器设备能满足需要、医院提供饮食方便且能满足需要2项需求,前者以三级医院顾客为最高,后者以镇卫生院顾客为最高;对医务人员尊重患者的知情权、选择权、隐私权3项需求以三级医院顾客为最高;对医务人员服务态度好、医院能及时提供需求服务、医务人员能耐心解析疑问3项需求,前2项以三级医院顾客为最高,后1项以二级医院顾客为最高;对严格收费标准不乱收费、提供一日清单及查询、费用合理3项需求,分别是三级医院、二级医院、镇卫生院顾客为最高;从总的情况来看,三级医院的顾客对非技术质量服务需求更高。结论:各级医院应以顾客需求为导向努力改善非技术质量服务,满足顾客需求,提高医疗服务质量。
Objective: To explore the needs of obstetric clients in different levels of hospitals for non-technical quality services. Methods: According to the pre-designed questionnaire from March 2010 to August 2010 in Guangdong Province, a tertiary hospital, secondary hospitals, obstetrics and gynecology hospitals in the town hospitals and their families randomized to sample survey and analysis of the results. Results: Obstetric customers in different levels of hospitals had high demand for non-technical quality services in the hospital. However, the hospital wards were clean and hygienic and their marks were clearly laid out. The demand for tertiary hospitals was the highest. For equipment and equipment to meet the needs, hospitals provided The diet is convenient and can meet the needs of two needs, the former is the highest tertiary hospital customers, the latter to the town hospital highest customer; the medical staff to respect the patient’s right to know, the right to choose, privacy 3 requirements to tertiary hospitals The highest customer service attitude; the hospital has a good attitude, the hospital can provide timely needs and services, medical staff can patiently resolve the three questions in question, the first two to the highest level of hospital customers, the latter one to the highest level of hospital customers; No charge for strict fees and charges, to provide a day list and inquiry, the cost of reasonable 3 requirements, namely the tertiary hospitals, secondary hospitals, township hospitals for the highest customer; from the general situation, the tertiary hospital customers Demand for non-technical quality services is even higher. Conclusion: Hospitals at all levels should strive to improve non-technical quality services based on customer needs, meet customer needs and improve the quality of medical services.