患者满意度及投诉风险调查问卷Patient Satisfaction & Complaint Risk Questionnaire

本问卷基于以下理论基础设计：

This questionnaire is designed based on the following theoretical foundations:

• 顾客满意度理论（科特勒，2000；帕拉苏拉曼等，1988）
Customer Satisfaction Theory (Kotler, 2000; Parasuraman et al., 1988)

• 客户关系管理理论（佩恩、弗罗，2005）
Customer Relationship Management - CRM (Payne & Frow, 2005)

• 行为模式理论（阿詹，1991）
Behavioral Pattern Theory (Ajzen, 1991)

• 数据挖掘理论（韩家炜、坎伯、裴健，2012）
Data Mining Theory (Han, Kamber, & Pei, 2012)

• 逻辑回归模型（霍斯默、莱梅肖、斯图迪文特，2013）
Logistic Regression Model (Hosmer, Lemeshow, & Sturdivant, 2013)

第一部分:受访者基本信息

Part 1: Respondent Information (Demographics)

2. 年龄 / Age:

4. 职业 / Occupation:

企业职员 / Private employee

政府/国企工作人员 / Government / State enterprise

创业者 / Entrepreneur

退休人员 / Retired

其他 / Other:

6. 支付方式 / Payment method:

7. 医院就诊频率 / Frequency of hospital visits:

首次就诊 / First visit

每年2-3次 / 2–3 times/year

每年4-5次 / 4-5 times/year

每年5-10次 / 5-10 times/ year

每年10次以上 / More than 10 times a year

第二部分：医疗服务质量理论依据：顾客满意度理论（科特勒，2000；帕拉苏拉曼等，1988）

Part 2: Quality of Medical Services Theory: Customer Satisfaction Theory (Kotler, 2000; Parasuraman et al., 1988)

8. 医疗诊断结果准确 / The medical diagnosis provided was accurate.

非常不满意 / Not at all satisfied

不太满意 / Slightly dissatisfied

一般 / Neutral

比较满意 / Fairly satisfied

非常满意 / Very satisfied

9. 医生清晰易懂地解释检查结果 / The doctor explained examination results clearly and understandably.

非常不满意 / Not at all satisfied

不太满意 / Slightly dissatisfied

一般 / Neutral

比较满意 / Fairly satisfied

非常满意 / Very satisfied

10. 医生有效解答我所有的顾虑和问题 / The doctor answered all my concerns and questions effectively.

11. 诊疗全程中，医生和医护人员态度周到 / I felt that the doctor and staff were attentive throughout the treatment process.

12. 与医护人员沟通顺畅 / It was easy to communicate with medical staff.

13. 接受服务的等待时间合理 / The waiting time for receiving services was reasonable.

14. 预约体系和服务流程高效便捷 / The appointment system and service procedures were efficient and convenient.

15. 医疗设施设备齐全且维护良好 / Medical facilities and equipment were adequate and well-maintained.

16. 我对整体诊疗过程感到放心 / I felt confident in the overall medical process.

第三部分：沟通与互动理论依据：客户关系管理理论（佩恩、弗罗，2005）；行为模式理论（阿詹，1991）

Part 3: Communication and Interaction Theory: Customer Relationship Management (Payne & Frow, 2005); Behavioral Pattern (Ajzen, 1991)

17. 医护人员清晰、准确地提供医疗及服务相关信息，且易于理解 / Medical staff provided medical and service-related information clearly, accurately, and in a way that I could easily understand.

18. 服务过程中，医护人员对我的感受和顾虑表现出真切的关心与共情 / Medical staff showed genuine care and empathy toward my feelings and concerns during the service process.

19. 关于病情、检查结果和治疗方案的解释条理清晰，足以支撑决策 / The explanations about my medical condition, test results, and treatment options were logically structured and sufficient for decision-making.

20. 我感受到医护人员认真倾听，并尊重我的意见和顾虑 / I felt that medical staff listened attentively and respected my opinions and concerns.

21. 我有充足的机会提问，且问题得到清晰解答 / I was given adequate opportunities to ask questions, and my questions were answered clearly.

22. 服务过程中出现问题或突发情况时，医院回应及时、处理恰当 / The hospital responded promptly and appropriately when problems or unexpected incidents occurred during service.

第四部分：服务流程与效率理论依据：客户关系管理理论、服务质量理论、数据挖掘理论（韩家炜等，2012）

Part 4: Service Process and Efficiency Theory: CRM, Service Quality, Data Mining Theory (Han et al., 2012)

23. 服务流程清晰，易于遵循 / The service procedures were clear and easy to follow.

24. 各服务环节（挂号、问诊、检查、治疗）的等待时间恰当合理 / The waiting time at each service step (registration, consultation, examination, treatment) was appropriate and reasonable.

25. 服务点位及指引标识清晰易懂 / The service points and directions were clear and easy to understand.

26. 从挂号到治疗的服务流程顺畅连贯，无不必要的重复环节 / The service flow from registration to treatment was smooth, continuous, and without unnecessary repetition.

27. 医院对治疗方案的调整响应高效 / The hospital responded efficiently to changes in the treatment plan.

28. 急诊病例得到及时、规范的处理 / Emergency cases were handled promptly and systematically.

第五部分：人员与资源管理理论依据：客户关系管理理论、服务质量理论

Part 5: Staff and Resource Management Theory: CRM, Service Quality

29. 医护人员展现出专业的职业素养和业务能力 / Medical staff demonstrated professionalism and competency.

30. 医院医护人员配置充足，能应对就诊量 / There were enough staff to handle patient volume.

31. 人员排班合理，最大限度减少等待时间和现场拥挤 / Staff scheduling was well managed to minimize waiting times and congestion.

32. 医院资源短缺对患者服务质量造成负面影响 / The lack of resources in hospitals has a negative impact on the quality of patient services.

33. 医护人员接受过充分的服务和安全相关培训 / Medical staff were adequately trained in service and safety.

第六部分：投诉与风险管理体系理论依据：客户关系管理理论、行为模式理论（阿詹，1991）、数据挖掘理论

Part 6: Complaint and Risk Management System Theory: CRM, Behavioral Pattern (Ajzen, 1991), Data Mining Theory

34. 医院的投诉渠道公示清晰，易于获取 / The hospital’s complaint system is clearly communicated and easy to access.

35. 投诉处理流程快速高效 / The complaint handling process is fast and efficient.

36. 投诉解决过程公平、透明、可追溯 / The complaint resolution process is fair, transparent, and traceable.

37. 医院基于过往投诉案例制定并落实了预防措施 / The hospital has implemented preventive measures based on previous complaint cases.

38. 我认为投诉不会受到歧视，可放心提出投诉 / I feel safe and confident to file a complaint without discrimination.

39. 我对医院整体的投诉管理体系感到满意 / I am satisfied with the hospital’s overall complaint management system.

第七部分：整体体验与复诊意愿理论依据：顾客满意度理论（科特勒，2000）；行为模式理论（阿詹，1991）

Part 7: Overall Experience and Intention to Revisit Theory: Customer Satisfaction (Kotler, 2000); Behavioral Pattern (Ajzen, 1991)

40. 我对医院服务的整体体验良好 / My overall experience with hospital services was positive.

41. 我信任该医院的服务质量 / I trust the quality of this hospital’s services.

42. 未来就医，我愿意再次选择该医院 / I intend to return to this hospital for future treatments.

43. 基于本次体验，我会向他人推荐该医院 / I would recommend this hospital to others based on my experience.

第八部分：投诉行为意愿理论依据：行为模式理论（阿詹，1991）

Part 8: Complaint Behavior Intention Theory: Behavioral Pattern Theory (Ajzen, 1991)

44. 我曾遇到服务问题，并有过投诉的想法 / I have experienced a service issue that made me consider filing a complaint.

45. 若遇到服务问题，我愿意提出投诉 / If a service issue occurs, I am willing to file a complaint.

46. 若医院投诉体系得到完善，我会继续选择该院的服务 / If the complaint system improves, I will continue to use this hospital's services.

再次感谢您抽出时间填写本问卷！您的反馈将帮助我们持续改进，为您提供更优质的医疗服务。
Thank you once again for taking the time to complete this questionnaire! Your feedback will help us continuously improve and provide better medical services for you.