To study the expectation of the inpatients and their family members, it is advantageous to renew the service and management, to improve continuously the hospital quality and level of service.

• 摘要研究住院患者及其家属对医院服务的期望，有利于促进医院服务理念的更新和管理模式的转变，提高医院的服务水平和服务质量。