ICS 03.080 CCS A 12 DB42 湖北省 地方 标准 DB42/T 2339—2024 医疗机构服务患者满意度测评规范 Evaluation specification of patients satisfaction for medical institution services 2024 - 12 - 31发布 2025 - 02 - 28实施 湖北省市场监督管理局 发布 DB42/T 2339 —2024 I 目次 前言 ................................ ................................ ................ III 1 范围 ................................ ................................ ............... 1 2 规范性引用文件 ................................ ................................ ..... 1 3 术语和定义 ................................ ................................ ......... 1 4 基本原则 ................................ ................................ ........... 2 客观性 ................................ ................................ ......... 2 科学性 ................................ ................................ ......... 2 全面性 ................................ ................................ ......... 2 普适性 ................................ ................................ ......... 2 可比性 ................................ ................................ ......... 2 5 基本要求 ................................ ................................ ........... 2 医疗机构 ................................ ................................ ....... 2 第三方测评机构 ................................ ................................ . 3 调查人员 ................................ ................................ ....... 3 测评流程 ................................ ................................ ....... 3 量表工具 ................................ ................................ ....... 4 调查对象 ................................ ................................ ....... 5 调查方式 ................................ ................................ ....... 5 资源配备 ................................ ................................ ....... 5 6 测评方案 ................................ ................................ ........... 5 测评目的 ................................ ................................ ....... 5 测评分类 ................................ ................................ ....... 6 测评调查方式 ................................ ................................ ... 6 问卷设计 ................................ ................................ ....... 6 抽样方案 ................................ ................................ ....... 6 问卷检验与修正 ................................ ................................ . 7 样本量 ................................ ................................ ......... 7 7 测评实施 ................................ ................................ ........... 7 数据采集 ................................ ................................ ....... 7 数据处理 ................................ ................................ ....... 7 数据分析 ................................ ................................ ....... 8 8 质量控制 ................................ ................................ ........... 8 质量控制目的 ................................ ................................ ... 8 质量控制措施 ................................ ................................ ... 8 质量控制测评 ................................ ................................ ... 9 9 测评报告 ................................ ................................ ........... 9 DB42/T 2339 —2024 II 测评报告要素 ................................ ................................ .... 9 正文 ................................ ................................ ............ 9 总体结论 ................................ ................................ ....... 10 附录 ................................ ................................ ........... 10 10 测评结果运用 ................................ ................................ ...... 10 11 标准实施及测评 ................................ ................................ .... 10 附录A（资料性） 门诊、急诊服 务患者满意度 调查问卷指标示例 ............................. 12 附录B（资料性） 住院服务满意调查问卷指标示例 .....