广东省5家省级公立中医院患者满意度调查分析
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摘要
目的:分析广东省5家公立中医院门诊住院患者总体满意度及其影响因素。方法:用便利抽样的方法,对5家省级公立中医院共1200余名患者进行调查;采用因子分析、相关分析及多元线性回归分析法分析数据。结果:影响中医院患者满意度的因子主要有:业务水平与医院建设、就诊成本、诊疗安全性、诊疗舒适性、诊疗流程方便性,5个因子和总体满意度的相关系数分别为0. 944、0. 812、0. 847、0. 799、0. 817,均有统计学意义(P <0. 001)。这5个维度对患者总体满意度均为正向影响,其中业务水平与医院建设对患者总体满意度尤为重要。结论:省级公立中医院需着力于提高医院诊疗技术、降低患者费用,为患者就医提供更为便利的条件,提高患者就医的舒适度。
Objective To analyze the inpatients' satisfaction on five provincial public TCM hospitals in Guangdong and its influencing factors. Method 1200 cases of inpatients were chosen from five provincial public TCM hospitals with convenience sampling method and surveyed. Data was analyzed with factor analysis,correlation analysis and multiple linear regression analysis.Results The main factors to influence the inpatients' satisfaction degree were professional skill and hospital construction,medical costs,medical security,comfort and convenience of diagnosis and treatment,the correlation coefficient of which was 0. 944,0. 812,0. 847,0. 799,and 0. 817,respectively,which had statistical significance( P < 0. 001). These five dimensions had positive effect on the patients' overall satisfaction,especially the factor of professional skill and hospital construction. Conclusion It is suggested for the provincial public TCM hospitals to focus on improving the diagnosis and treatment technology,lowering the cost,and providing more convenient and comfortable conditions for medical services.
Objective To analyze the inpatients' satisfaction on five provincial public TCM hospitals in Guangdong and its influencing factors. Method 1200 cases of inpatients were chosen from five provincial public TCM hospitals with convenience sampling method and surveyed. Data was analyzed with factor analysis,correlation analysis and multiple linear regression analysis.Results The main factors to influence the inpatients' satisfaction degree were professional skill and hospital construction,medical costs,medical security,comfort and convenience of diagnosis and treatment,the correlation coefficient of which was 0. 944,0. 812,0. 847,0. 799,and 0. 817,respectively,which had statistical significance( P < 0. 001). These five dimensions had positive effect on the patients' overall satisfaction,especially the factor of professional skill and hospital construction. Conclusion It is suggested for the provincial public TCM hospitals to focus on improving the diagnosis and treatment technology,lowering the cost,and providing more convenient and comfortable conditions for medical services.
引文
[1]张佳琳,马进,江芹.上海市公立省级医院与私立医院服务满意度比较分析[J].中国医院管理,2004.24(8):26-28.
[2]夏磊,马丽春,艾袆,等.652例住院患者满意度分析与评价[J].中国医院管理,2015.35(2):59-61.
[3][4]刘雯薇.袁素维.曹剑涛,等.北京市公立医院改革试点医院门诊患者满意度调查分析[J].上海交通大学学报(医学版),2013.33(6):724-727.
[5]程志平.百万出院患者对百家医院医疗服务满意度的调查报告[J].卫生经济研究,2017,(07):55-57.
[6]周绿林,许兴龙,陈羲.基于医保支付方式改革的医疗服务体系优化研究综述[J].中国卫生事业管理,2015,32(08):596-598.
[7]雷琼.一体化流程服务对门诊患者就诊满意度的影响[J].中国医院药学杂志,2011,31(22):1893-1896.
[8]李玉,王欣,杨慧亨,等.天津市5所省级综合医院门诊患者服务需求和满意度调查[J].中国医院管理,2011,31(6):57-59.
[9]疏金平,周典.安徽某三甲医院门诊患者满意度调查与分析[J].中国农村卫生事业管理,2016,36(06):725-729.
[10]钱宇,王小合,谷雨,等.基于有限理性理论的患者满意度研究策略及框架构建[J].中国医院管理,2016,36(02):40-42.
[11]石宝珠.满意度测评对医院服务质量改进的影响[J].世界最新医学信息文摘,2017,17(96):160.
[12]陈倩,范靖,席毛毛,等.北京市某三甲综合医院住院患者满意度影响因素研究[J],中国医院管理,2015,35(02):56-58.
[13]董恩宏,鲍勇.上海市不同类型医院患者生活满意度影响差异分析[J].中国卫生事业管理.2016,33(3):184-186+203.
[14]周占伟,梅翠竹,张玉媛,等.某三级综合医院门诊患者满意度调查研究[J].现代预防医学,2011,38(07):1262-1265.
[15]闫树英.270例住院病人需求调查分析及护理对策[J].宁夏医学杂志,2005(08):570-571.
[2]夏磊,马丽春,艾袆,等.652例住院患者满意度分析与评价[J].中国医院管理,2015.35(2):59-61.
[3][4]刘雯薇.袁素维.曹剑涛,等.北京市公立医院改革试点医院门诊患者满意度调查分析[J].上海交通大学学报(医学版),2013.33(6):724-727.
[5]程志平.百万出院患者对百家医院医疗服务满意度的调查报告[J].卫生经济研究,2017,(07):55-57.
[6]周绿林,许兴龙,陈羲.基于医保支付方式改革的医疗服务体系优化研究综述[J].中国卫生事业管理,2015,32(08):596-598.
[7]雷琼.一体化流程服务对门诊患者就诊满意度的影响[J].中国医院药学杂志,2011,31(22):1893-1896.
[8]李玉,王欣,杨慧亨,等.天津市5所省级综合医院门诊患者服务需求和满意度调查[J].中国医院管理,2011,31(6):57-59.
[9]疏金平,周典.安徽某三甲医院门诊患者满意度调查与分析[J].中国农村卫生事业管理,2016,36(06):725-729.
[10]钱宇,王小合,谷雨,等.基于有限理性理论的患者满意度研究策略及框架构建[J].中国医院管理,2016,36(02):40-42.
[11]石宝珠.满意度测评对医院服务质量改进的影响[J].世界最新医学信息文摘,2017,17(96):160.
[12]陈倩,范靖,席毛毛,等.北京市某三甲综合医院住院患者满意度影响因素研究[J],中国医院管理,2015,35(02):56-58.
[13]董恩宏,鲍勇.上海市不同类型医院患者生活满意度影响差异分析[J].中国卫生事业管理.2016,33(3):184-186+203.
[14]周占伟,梅翠竹,张玉媛,等.某三级综合医院门诊患者满意度调查研究[J].现代预防医学,2011,38(07):1262-1265.
[15]闫树英.270例住院病人需求调查分析及护理对策[J].宁夏医学杂志,2005(08):570-571.