北京市医院管理局日前首次对北京市21家市属医院患者满意度进行了测评。记者从北京市医管局获悉，测评的统计结果显示，21家市属医院患者综合满意度平均为87%，其中门诊平均满意度81.78%，住院平均满意度92.39%。

Beijing has for the first time, the hospital authority of Beijing municipal hospital 21 home college-aged patient satisfaction。Reporters from the Beijing municipal hospital authority learned，Test results show that the statistics，21 home city to hospital patients comprehensive satisfaction an average of 87%，81.78% of the average outpatient service satisfaction，An average 92.39% satisfaction in hospital。

　　北京市医院管理局介绍，根据调查结果，患者对北京市属医院诊疗水平及门诊环境满意程度较高，其中对医院门诊服务最满意的三个方面是医生诊疗水平、耐心服务和门诊就诊指示标识清晰；对医院住院服务最满意的三个方面则是治疗方案知情同意、护士主动服务和出院用药指导。

The hospital authority is introduced，According to the survey，Patients on Beijing municipal hospital diagnosis level and outpatient service environment satisfaction with higher，Among the hospital outpatient service the most satisfied with the three aspects are doctors level、Patient services and clinic logo clear instructions；The most satisfactory service in hospital three aspects of treatment is informed consent、The nurse active service and discharge medication guide。

　　据了解，为了确保患者满意度测评的客观、公正，北京市医院管理局委托专门社会第三方独立进行测评。测评指标包括医院环境、挂号和候诊、诊疗水平、辅助检查服务、取药和交费、投诉管理、护理服务、治疗服务、出院指导、相关服务、后勤保障等11个维度，涵盖了医院门诊和住院服务的各个环节。采用门诊现场问卷调查、出院病人电话随机调查，根据北京市属医院今年1-5月份的总诊疗人次、出院病人数量等诊疗服务数据抽样选取调查对象等方式进行调查测评。

According to understand，In order to ensure patient satisfaction the objective evaluation、justice，The hospital authority, commissioned by the specialized social evaluation independent third party。Evaluation indexes including the hospital environment、Registered and waiting、Diagnosis and treatment、Auxiliary inspection service、Take medicine and paying、Complaint management、Nursing service、Treatment service、And discharge guidance、Related services、Logistics and dimension，Covers the hospital outpatient service and be in hospital service every section。The outpatient service site survey、Discharged patients telephone random survey，According to the Beijing municipal hospital in May this year 1-the total diagnosis and treatment and people、Discharged patients medical services such as the number of data sampling investigation object selection way survey assessment。

　　虽然测评的结果显示患者满意度超8成，但北京市医院管理局方面坦言，统计结果也相对反映出患者对医院服务流程和投诉管理、住院环境等方面的意见，其中检查化验、就诊等候时间和不知如何投诉意见成为患者较不满意的部分；住院疗效、病区环境和膳食服务也存在不足。

Although the result of evaluation showed that patients with satisfaction to exceed 8 into，But Beijing in the hospital authority said，Statistical results also relatively reflect patients on hospital service process and complaint management、In the opinion of the environment, etc，Among them to examine the、Clinic waiting for time and do not know how to complain less satisfied with opinion become the part；Curative effect in hospital、Ward environment and catering services also has some disadvantages。

　　北京市医院管理局表示，通过此次测评，医院应将管理理念转变为以服务为中心、优化服务流程与创新服务模式；通过预约挂号、完善门诊服务中心职能，推行主诊医生负责制等方面提高诊疗服务效率；构建“首诊在社区、转诊到大医院、康复回社区”的有序诊疗模式，从根本上缓解大医院就诊压力，进一步提高患者满意度。

Beijing hospital authority said，Through this assessment，The hospital management concept should be for change in the service for the center、Optimization service process and innovation service mode；Through the make an appointment、Perfect outpatient service center function，Implementation of the attending doctor responsibility system improve service efficiency of diagnosis and treatment, etc；building“The primary survey in the community、Referral to hospitals、Rehabilitation back to community”Diagnosis and treatment of orderly pattern，Fundamentally relieve pressure big hospital，To further improve the patient satisfaction。

　　另据北京市医院管理局介绍，北京市正在推进公立医院改革试点，而患者满意是公立医院改革的重要目标之一，患者满意度在绩效考核指标体系中位列各项指标的首位，患者满意度的结果将直接影响医院绩效考核成绩。现在北京市医院管理局已将患者满意度调查结果形成《市属医院患者满意度评价报告》向21家北京市属医院反馈。此外，患者满意度调查也将作为北京市医院管理局的一项常态工作，每季度对21家市属医院进行一次满意度评价，定期公布测评结果，以督促医院进行持续改进。(记者 李莹)

Another according to the Beijing hospital authority is introduced，Beijing is promoting public hospital reform pilot，While patients with satisfaction is public hospital reform one of the important targets，Patient satisfaction on performance evaluation indicator system was ranked at the top of the indicators，The results of the patient satisfaction will directly influence the hospital performance evaluation results。Now Beijing hospital administration has a patient satisfaction survey form《Municipal hospital patient satisfaction evaluation report》Beijing municipal hospital to 21 home feedback。In addition，Patient satisfaction survey will also serve as the Beijing hospital authority a normal work，Every quarter of 21 home city to hospital for a satisfaction appraisal，Published periodically evaluating result，To urge hospital for continuous improvement。(Reporter LiYing)