中文摘要：

目的调查了解杭州地区主要医院口腔科和主流口腔医院的患者对医疗服务的满意情况。方法采用自行设计的问卷对随机抽取的患者进行问卷调查,主要内容包括对医护人员技术、态度、口腔科环境以及收费等一系列流程的满意程度和意见。将患者分为青少年、青年、中年和老年4组。结果本次调查有效问卷率98%。在对前台接待人员和医护人员的服务态度和医生操作技术上,老年组的满意率最高;在就诊过程中,青年组患者表示稍有不适的有45.4%,为4组最高。在口腔卫生护理指导方面,98%以上的患者都表示得到了相应的建议;在候诊时间方面,4个组看法有差异。结论患者群对杭州主要医院口腔科的整体医疗服务基本满意。

英文摘要：

Objective To investigate dental patients＇ satisfaction for the medical service in the main hospitals of Hangzhou. Methods The patients were divided into four groups as teenagers,youths,middle-ages and old-ages. A self- designed questionnaire survey was conducted among the patients at random,which included patients＇ satisfaction and opinions towards the service of the doctors and nurses,such as techniques,attitudes,environments,charges and so on. Results This survey＇s effective rate was 98%. The courtesy of the reception staff,the nursing service and the doctors＇ operation techniques got the highest satisfaction from the old patients. 45. 4% of the young patients expressed that they had a slight discomfort when treated,which topped the four groups. More than 98% of the patients thought they had got the relevant advice on oral health nursing. As for the waiting time,they were different between all four groups.Conclusions On the whole,patients in Hangzhou felt satisfied with the main hospitals＇ dental medical service.