关键词: 缺口分析; 住院患者; 满意度调查

Abstract:

Objective To investigate the role of gap analysis in the survey of satisfaction degree of in-patients, so as to provide theoretical evidence for improving quality of hospital services. Methods A survey was conducted on 844 in-patients or their family members in a tertiary level class A hospital in Beijing with the questionnaire designed according to the gap analysis theory, then statistical description and Friedman M test were performed on the results of the survey so as to learn about the appraisal of every aspect during the process of in-hospitalization and the aspects that need more focus to be improved. Results The average score of satisfaction degree was 9.06 in that hospital. Patients were satisfied with the medical skills. By Gap Analysis, Check-out Service was with the largest gap which should draw hospital manager’s attention. Conclusion Gap Analysis could effectively evaluate satisfactory degree by patients and service gaps, which can provide suggestions for improvement of hospital management and patient’s feeling.

Key words: Gap Analysis; In-patient; Satisfaction survey