| 叶阿琴,谢 枫,林 慧.全程人文关怀服务对提高患者满意度的作用[J].中国肿瘤,2017,26(2):111-114. |
| 全程人文关怀服务对提高患者满意度的作用 |
| Whole Course Humanistic Care Improves the Quality of Hospital Service |
| 投稿时间：2016-01-27 |
| DOI：10.11735/j.issn.1004-0242.2017.02.A007 |
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| 中文关键词: 全程人文关怀 满意度 焦虑 服务质量 |
| 英文关键词:whole course humanistic care satisfaction anxiety quality of service |
| 基金项目:福建省医学创新课题基金项目（2014-CX-R3） |
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| 中文摘要: |
| 摘 要： 通过全程人文关怀服务的实践，对加强医患沟通，提供服务质量改进依据，促进医院管理，减轻患者焦虑，提高患者满意度有重要意义。全文介绍了某医院开展全程人文关怀服务的具体实施方法，通过自行设计出院患者电话问卷对2014、2015年患者满意度及意见条数进行对比，以及运用焦虑自评量表（SAS）对2015年首次入院患者进行入院前后焦虑程度的评估，阐述该服务模式的实践效果、优点及工作中应注意的问题。 |
| 英文摘要: |
| Abstract：Whole course humanistic care is of important significance in strengthening doctor-patient communication，improving service quality，promoting hospital management，reducing anxiety and raising satisfaction of patients. Whole course humanistic care has been implemented in our hospital since 2015. The comments and complains were surveyed by telephone interview with discharged patients. The self-rating anxiety scale(SAS) was used to evaluate the degree of anxiety before and after admission. The paper describes the achievements and advantages of whole course humanistic care in the hospital service，as well as the fields need to be improved. |
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