目的：利用满意度测评调查分析，对医院服务进行诊断，发现医疗质量、就医环节等方面存在的具体问题，使持续改进更加具有针对性。方法发放满意度调查问卷，采用国际上通用的李克特量表5级评分，并用方差分析统计方法分析满意度数据。结果方差分析显示5个维度间满意度均值差异有统计学意义（P＜0．05），其中管理机制最低，组织氛围次之，自我认同最高。不同岗位、不同性别、不同身份的员工满意度均值差异均有统计学意义（P＜0．05）。结论医院员工的总体满意度不高，均值为3．776分，各维度的满意度得分均值均处于3～4分（“不确定”和“同意”之间），为基本满意状态。%Objective To analyze medical service , to find the specific problems of medical quality and medical process and to make continuous improvement of the quality of medical care , through satisfaction survey . Methods Satisfaction questionnaires are distributed , the internationally used Likert Scalewith 5-level scores is adopted , and the satisfaction data is analyzed through variance statistical method .Results The results of variance analysis show that the mean difference between five dimensions of satisfaction is statistically significant ( P <0 .05 ) .The mean of management mechanism is the lowest , organization atmosphere the second , and self-identity the highest .The satisfaction means of employees withdifferent characteristics are all statistically significant ( P<0.05), such as positions, gender, and status.Conclusion The overall satisfaction rate of hospital staff is low -rise, with an average of 3.776 points.The scoring averages of each dimension are between 3 to 4 points, which means satisfactory on the whole .
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