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Abstract摘要
本研究主要研究云南省第一人民医院的病人满意度，发现大多数病人对医院的整体评价满意，病人对医院环境、政策倡导（医改、基本医学等）等方面的满意度及时有效，医院提供病人有必要的护理，不会泄露病人的信息，医生有优秀的诊断和治疗技术，护士有优秀的护理技术。而患者在某些方面也不满意，如患者的保险索赔运行不顺利，收费标准（含药价）、诊断流程满意，医生的医学和临床检查、医生的服务、护士的服务、挂号室的服务、药房的服务等。实际上，患者满意度对医院来说是非常重要的，影响患者满意度的主要因素包括医院环境、医疗流程、医疗服务态度、医疗技术、医德、医疗成本等。
In this study, it mainly researches the patient satisfaction of first people hospital of Yunnan province, and found most patients satisfaction the overall rating of hospital, the patients satisfaction some aspects, such as hospital environment, policy advocacy (medical reform, essential medicine etc) is timely and effective, the hospital provides patient with necessary care and will not release patient information, the doctor has outstanding diagnosis and treatment techniques, the nurse has outstanding nursing techniques. While patients also don’t satisfaction for some aspects, such as the insurance claim for patients runs not smoothly, the charging standards (including drug price), the diagnosis process is satisfactory, medicine and clinical examination of doctor, doctor’s service, nurse’s service, registration fee room’s service and pharmacy’s service. Actually the patient satisfaction is important for the hospital, the mainly factors influencing patient satisfaction including hospital environment, medical process, medical service attitude, medical technology, medical ethics, medical cost.
Keywords: Patient satisfaction, Influence factor, The First People Hospital of Yunnan Province
Chapter 1: Introduction介绍
1.1 Statement of the problem问题陈述
1.1.1 Current situation of patient-hospital disputes in China我国医院病人纠纷现状
随着社会的发展，我国医院病人纠纷问题越来越严重。根据中华人民共和国国家卫生和计划生育委员会的报告，随着医疗机构门诊总人数逐年增加，住院纠纷由2006年的10248起增加到2013年的125000起，2015年减少到118000起。大型公立医院更容易发生住院纠纷。2015年，医院医患纠纷11.8万人次，较2014年下降4.8%，占门诊人数的千分之一，比例也有所下降。虽然医患纠纷的数量很大，但它有下降的趋势，也就是说医患关系好转了。
As the development of social, the problems of patient-hospital disputes in China more and more serious. According to the national health and family planning commission of people’s republic of China‘s reports, as the total number of outpatients in medical institutions increased year by year, the patient-hospital disputes increases from 10,248 in 2006 to 125,000 in 2013, then decreases to 118,000 in 2015. The large public hospitals more easily have patient-hospital disputes. In 2015, the patient-hospital disputes are 118,000, down 4.8% compare to the year of 2014, accounting to one ten-thousandth of outpatients, the ratio also decline. Although the numbers of patient-hospital disputes are large, but it has downward trend, that is to say the patient-hospital relationship turn for the better.
Catalogue
Chapter 1: Introduction 5
1.1 Statement of the problem 5
1.1.1 Current situation of patient-hospital disputes in China 5
1.1.2 Increased competition in medical market 5
1.1.3 Patients satisfaction in China’s hospital 5
1.2 Research objectives and research questions 6
1.3 Significance, scope and limitations of the study 6
Chapter 2 Literature Review 6
2.1 Key concepts of the study 6
2.1.1 Patient satisfaction 6
2.1.2 Patient-hospital disputes 7
2.2. Literature review on present research situation 7
2.3 Measuring tool of patient satisfaction 10
2.4 Influencing factors of patient satisfaction 11
Chapter 3 Research Methodology 11
3.1 Research objective: the First People Hospital of Yunnan Province 11
3.2. Research methods 11
3.2.1 Documentary study 12
3.2.2 Questionnaire 12
3.2.3 Interviews 13
3.3 Research design, population and sampling 14
3.3.1 Research design 14
3.3.2 Participants and the sample size 14
Chapter 4: Findings 15
4.1 Documentary study 15
4.1.1 The general situation in the First People Hospital of Yunnan Province 15
4.1.2 Current implementation measures to enhance patient satisfaction 16
4.2 Questionnaire analysis 17
4.2.1 The results and analysis of questionnaire survey 17
4.2.1.1 Hospital environment 17
4.2.1.2 Service attitude 18
4.2.1.3 Medical process 19
4.2.1.4 Medical cost 20
4.2.1.5 Medical ethics 20
4.2.1.6 Medical techniques 21
4.2.2 Summary of the questionnaire 22
4.3 Individual Interview 22
4.3.1 Basic information 22
4.3.2 Key points of interviews 23
4.3.3 Summary of the interviews 23
Chapter 5: Discussions and Recommendations 24
5.1 General evaluation of patient satisfaction in the Hospital 24
5.1.1 Hospital environment 24
5.1.2 Service attitude 24
5.1.3 Medical process 24
5.1.4 Medical cost 24
5.1.5 Medical ethics 25
5.1.6 Medical techniques 25
5.2 Recommendations of improving patient satisfaction 25
5.2.1 Principles of improving patient satisfaction 25
5.2.2 Suggestions of improving patient satisfaction 25
5.2.2.1 Optimize medical environment 25
5.2.2.2 Improve medical attitude 26
5.2.2.3 Simplify medical process 26
5.2.2.4 Rationalize medical cost 26
5.2.2.5 Cultivate medical ethics 26
5.2.2.6 Enhance medical techniques 27
Chapter 6: Conclusion and Limitation 27
Reference 28
Appendix Questionnaire on Patients Satisfaction 30
Appendix Ⅱ The questions for the doctors and nurses in the individual interview 31
Chapter 6: Conclusion and Limitation
This paper mainly research the patient satisfaction of first people hospital of Yunnan province, and found most patients satisfaction the overall rating of hospital, the patients satisfaction some aspects, such as hospital environment, policy advocacy (medical reform, essential medicine etc) is timely and effective, the hospital provides patient with necessary care and will not release patient information, the doctor has outstanding diagnosis and treatment techniques, the nurse has outstanding nursing techniques. While patients also don’t satisfaction for some aspects, such as the insurance claim for patients runs not smoothly, the charging standards (including drug price), the diagnosis process is satisfactory, medicine and clinical examination of doctor, doctor’s service, nurse’s service, registration fee room’s service and pharmacy’s service. Actually the patient satisfaction is important for the hospital, the mainly factors influencing patient satisfaction including hospital environment, medical process, medical service attitude, medical technology, medical ethics, medical cost. The limitation is the research objective is the first people hospital of Yunnan province, maybe it cannot representative others hospital. #p#分页标题#e#
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