医疗服务满意度调查中存在的问题分析

近几年以来,我国卫生领域对医疗服务满意度调查越来越重视,病人满意度调查已经在医院普遍应用.然而,医疗服务满意度调查中仍然存在着诸多的问题,主要是在调查的组织设计、调查的主体、问卷的设计、调查的方法等方面存在较大的缺陷,应该引起相关方面的重视,改进医疗服务满意度调查工作,加强医疗服务的薄弱环节.     

门诊老年患者医疗服务中存在的问题及其改进

文章从门诊老年患者就医需求的角度对医疗服务进行思考,认为医护人员在服务理念、有效沟通以及主动服务等方面存在的问题亟需改进。提出医护人员应当确立以老年患者需求为中心的门诊医疗服务理念,做到主动关心、及时询问、有效沟通、合理安排,从而提高老年患者就诊的满意度。     

门诊老年患者医疗服务中存在的问题及其改进

文章从门诊老年患者就医需求的角度对医疗服务进行思考,认为医护人员在服务理念、有效沟通以及主动服务等方面存在的问题亟需改进.提出医护人员应当确立以老年患者需求为中心的门诊医疗服务理念,做到主动关心、及时询问、有效沟通、合理安排,从而提高老年患者就诊的满意度.     

特需医疗服务发展意向研究概述

我国特需医疗服务发展已近20年,尽管其在满足较高层次的医疗保健需求方面确实起到了积极的作用,但同时在特需医疗服务的内涵、服务内容和承担主体等问题上却始终存在着较大争议。本研究从剖析各位学者对上述问题的不同观点入手,对特需医疗服务的供需双方进行意向调查,在此基础上探讨我国特需医疗服务发展的基本思路,为促进我国特需医疗服务的良性发展提供决策的参考依据。     

特需医疗服务发展意向研究概述

我国特需医疗服务发展已近20年,尽管其在满足较高层次的医疗保健需求方面确实起到了积极的作用,但同时在特需医疗服务的内涵、服务内容和承担主体等问题上却始终存在着较大争议.本研究从剖析各位学者对上述问题的不同观点入手,对特需医疗服务的供需双方进行意向调查,在此基础上探讨我国特需医疗服务发展的基本思路,为促进我国特需医疗服务的良性发展提供决策的参考依据.     

初中教师工作满意度的调查研究

对天津市302名初中教师进行调查,以比较不同教师群体的工作满意度状况。结果发现,初中教师工作满意度在性别、年龄、任教年级和学校区域等方面存在显著差异;报酬、进修和工作压力等方面的满意度除人口学变量存在差异外,还在任教年级、学校类型和学校区域等方面存在显著差异。     

“西部计划”志愿者服务满意度的调查研究

研究采用自编问卷对服务期满的西部志愿者就其服务的满意度进行调查。结果发现:服务初衷实现程度、服务影响力评价、服务满意度、服务态度、社会支持方面的得分性别差异不显著;政治面貌为中共党员的志愿者在服务态度和服务满意度方面得分均显著高于政治面貌为团员的志愿者;来自西部地区的志愿者在自我评价的服务初衷实现程度上的得分显著低于来自东部和中部地区的志愿者,东部和中部地区的志愿者之间则无显著差异,这种差异或源于西部地区志愿者感受到的社会支持(主观支持)低于中、东部志愿者。     

特需医疗服务供方意向调查分析

剖析目前特需医疗服务供方所存在的主要问题,初步探讨在我国发展特需医疗服务适宜的承担主体。采用个别访谈和问卷调查的方法对来自不同性质的医院的医护人员和医院管理人员进行了意向调查。结果显示,医院发展特需医疗服务并不是解决医务人员收入问题的有效手段;公立医院发展特需医疗服务势必会对其普通医疗服务带来负面影响。建议在确保大部分公立医院只提供普通医疗服务的基础上,由私立医院和一部分公立医院作为特需医疗服务的承担机构。     

北京市老年人的生活满意度及其影响因素

利用“北京市老龄化多维纵向研究”１９９２年调查资料,分析北京市城乡散居老人２５４３例６０岁以上老年人,对婚姻、子女关系、生活、经济、健康、住房、休闲安排、医疗八个方面的满意程度,并由八个方面的满意度综合计算了总体生活满意度。结果显示北京市老年人的总体生活满意度及八项分类的满意度在中上水平。多元回归分析表明,与总体生活满意度有显著性相关因素有１７个,居于前五位的是健康自评、家庭和睦、经济够用程度、心境和受教育水平。     

南京居民医疗服务潜在需求成因分析及其合理转化建议

通过南京市8个区、县4873户居民的基线调查,掌握居民对医疗服务的实际利用情况,通过比较医疗需求与利用之间的差距,发现存在很大的潜在医疗服务需求市场。从医疗服务供需双方分析其产生的原因,找出医疗服务需求与利用的主要影响因素,从而探讨如何将这部分潜在需求合理转化。     

对影响病人满意度相关因素的医学伦理思考

设计调查问卷对深圳某基层医院实施病人满意度调查及相关因素的医学伦理分析。结果显示病人满意度不高,门急诊病人的总满意度明显低于住院病人;病人对服务态度、就医环境和诊疗费用等都较不满意。其中医院未能遵循及时、准确、有效、择优和自主原则是主要影响因素。     

Doing good,doing harm,being well and burning out: The interactions of perceived prosocial and antisocial impact in service work

Service employees often perceive their actions as harming and benefiting others, and these perceptions have significant consequences for their own well‐being. We conducted two studies to test the hypothesis that perceptions of benefiting others attenuate the detrimental effects of perceptions of harming others on the well‐being of service employees. In Study 1, a survey of 377 transportation service employees and 99 secretaries, perceived prosocial impact moderated the negative association between perceived antisocial impact and job satisfaction, such that the association decreased as perceived prosocial impact increased. In Study 2, a survey of 79 school teachers, perceived prosocial impact moderated the association between perceived antisocial impact and burnout, and this moderated relationship was mediated by moral justification; the results held after controlling for common antecedents of burnout. The results suggest that perceptions of benefiting others may protect service employees against the decreased job satisfaction and increased burnout typically associated with perceptions of harming others. Implications for research on burnout, job satisfaction, positive organizational scholarship and job design are discussed.     

患者认知因素对病人满意度的影响与对策研究

揭示了患者的认知因素对满意度的重要影响,提出医务工作者应改变仅是从自我做起,提高病人满意度的传统做法,强调要注重从患方入手,既要降低病人不现实的期望值,又要提高病人对医护服务的感知度.这样,在付出等量医技服务的情况下,通过矫正患者的认知误区,改善患者的认知状况,可获得更高的病人满意度.     

Understanding Patients' Reactions to Services: The Role of Personal Service Values in Heart Patient Satisfaction and Wellness

This study proposed an individual-difference perspective on heart patients' customer-service satisfaction. We hypothesized that heart patients' satisfaction with service is positively related to wellness and that instrumental care, expressive care, and communication effectiveness are positively related to satisfaction and wellness. We also hypothesized that patients' values for services would moderate the relationship between service provision and outcomes. A survey of 217 heart patients provided support for these hypotheses. Of particular interest were findings that: (a) the service provision-service outcomes relationship was moderated by service values for some patient groups but not for others; and (b) the service provision-outcomes relationship differed across patient subgroups. We discuss the implications for patient satisfaction research and for planning individualized treatment strategies.     

An Influence of Positive Affect on Decision Making in Complex Situations: Theoretical Issues With Practical Implications

This article reviews evidence indicating that, in most circumstances, positive affect enhances problem solving and decision making, leading to cognitive processing that is not only flexible, innovative, and creative, but also thorough and efficient. These results have implications regarding consumers’ potential reactions to affect generated by ads, products, consumption situations, and service encounters. These cognitive effects of positive affect are considered in the context of effects on social interaction that show that positive affect leads to helping, generosity, and interpersonal understanding. Together, these findings suggest implications especially for customer satisfaction, and particularly for a role for employee positive affect, or employee satisfaction, in generating customer satisfaction. Moreover, studies specifically in the domain of medical decision making and problem solving indicate that these implications would apply to the specific areas of doctor–patient interaction, medical decision making, and medical consumer satisfaction. Finally, it is suggested that the benefits of positive affect be considered when formulating healthcare policy and be included in economic models and policy decisions more generally as well.     

EFFECTS OF AMOUNT, FORMAT, AND LOCATION OF DEMOGRAPHIC INFORMATION ON QUESTIONNAIRE RETURN RATE AND RESPONSE BIAS OF SENSITIVE AND NONSENSITIVE ITEMS

Three characteristics of demographic questionnaire items were manipulated on a job satisfaction survey administered to 888 faculty members in order to assess effects on survey return rate and response bias. Demographic factors analyzed were Amount (number of demographic items), Format (questionnaires with all categorical answers versus those with a combination of categorical and continuous answers), and Location (demographic items placed before versus being placed after attitudinal items). Analysis of the 461 questionnaires which were returned revealed significant results for the Format rnanipulation, in that responses indicating higher satisfaction were obtained when the survey instrument contained questions which required both categorical and continuous answers rather than only questions requiring categorical responses. Also, this format-induced response bias occurred more frequently among sensitive than nonsensitive job satisfaction items. Implications of the results for questionnaire design are discussed.     

PAY SATISFACTION AND ORGANIZATIONAL OUTCOMES

Using multi level and multi method data, we investigated the relationship between pay satisfaction and outcomes at the organizational level of analysis. Individual-level survey data on pay satisfaction (including satisfaction with pay level, satisfaction with pay structure, satisfaction with pay raises, and benefits) were collected from 6,394 public school teachers. Organizational-level outcome data, both survey and archival, were collected from the 117 public school districts employing these teachers. With respect to its influence on organizational outcomes, pay satisfaction was positively related to school district-level academic performance and negatively related to average teacher intention to quit. We also explored the relationship between district-level union satisfaction and pay satisfaction, which was found to be positive. We discuss implications of our findings for for-profit companies that are knowledge based and human capital intensive (e.g., the service sector) and address possible future directions for research on pay satisfaction.     

Employee and customer perceptions of service quality: A look at India

Customers (n = 128) and employees (n = 93) from a large service organization in India responded to a survey regarding their satisfaction with the organization and their satisfaction with key processes regarding their specific service area. As in the United States, there was agreement between Indian customer and employee ratings. However, there were also some major differences. The impact of these differences on strategic organizational initiatives is discussed.     

Employee and customer perceptions of service quality: A look at India

Customers (n = 128) and employees (n = 93) from a large service organization in India responded to a survey regarding their satisfaction with the organization and their satisfaction with key processes regarding their specific service area. As in the United States, there was agreement between Indian customer and employee ratings. However, there were also some major differences. The impact of these differences on strategic organizational initiatives is discussed.