文章摘要
束 璇,刘 虹.医务人员微笑状况的调查分析——基于江苏省部分三级公立综合医院的调查[J].南京医科大学学报(社会科学版),2017,(1):40~43
医务人员微笑状况的调查分析——基于江苏省部分三级公立综合医院的调查
Investigation and analysis of medical personnel’s smile:Based on the investigation of part of three grade public general hospitals in Jiangsu Province
投稿时间:2016-09-13  
DOI:10.7655/NYDXBSS20170109
中文关键词: 医务人员  微笑服务  满意度
英文关键词: medical staff  smile service  satisfaction
基金项目:江苏省社科基金项目“医院人文建设与公立医院改革发展研究”(13GLB010)
作者单位
束 璇 南京医科大学第一附属医院门诊办公室, 江苏 南京 210036 
刘 虹 南京医科大学医政学院江苏 南京 211166 
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中文摘要:
      微笑是医务人员职业态度的表征之一,是对患者同情、理解和关爱的表达,也直接表现出医务人员个人的修养和素质。本研究采用自行设计的问卷进行调查,对医务人员的微笑状况、微笑的原因、患者感受及不同患者对医务人员微笑感受的差异进行分析。通过研究发现,医务人员的微笑代表着医院文化和医院形象,展现了医院的整体精神面貌;微笑服务是提高医疗质量、构建良好医患关系的关键因素,对改善门诊服务质量、提高患者复诊率及满意度有重要意义,通过微笑服务,可消除患者紧张的情绪、减轻病痛,拉近医患距离,促进医患关系的和谐发展。
英文摘要:
      Smile is one of the representations of the professional attitude of medical staff; it is not only the expression of sympathy, understanding and care of patients, but also directly to show the cultivation and quality of medical personnel. We used a self-designed questionnaire to investigate the current smile status and smile reasons in the medical staff, and the differences of the patients’ feedback between the different patients. Through the study, we found that the medical staff’s smile represents the hospital culture and hospital image, showing the overall spiritual outlook of the hospital; Smiling service is the key factor to improve the quality of health care and build a good doctor-patient relationship, which is of great significance to improve the quality of outpatient service, patients referral rate and satisfaction of patients. Smiling service can eliminate the patient’s nervous mood, relieve pain, close relationship between doctors and patients, and promote the development of the harmonious relationship between doctors and patients.
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