十堰市某三甲医院门诊患者满意度调查
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摘要
目的:调查门诊患者满意度,了解患者就医感受,促进医院品质提升。方法:收集患者满意度数据,用SPSS22.0软件进行数据分析。结果:门诊患者总体满意度得分为(74.45SymbolqB@10.24)分,男性的满意度比女性高(t=2.682,P=0.009)。满意度评价由高到低依次为本地医保、异地医保、公费、自费(F=3.004,P=0.003);门诊患者总体满意度相对较高的指标是导诊服务态度、医生服务态度、收费处服务态度,满意度较低的指标是治疗费用、隐私保护、检验科服务态度。多元线性回归分析显示,影响门诊患者满意度的主要因素是治疗费用、隐私保护和药房服务态度。结论:医院管理部门应针对满意度较低的指标采取措施,优化医疗服务,满足患者需要。
Objective: To investigate the outpatients' satisfaction and understand the patients' medical experience so as to promote the quality of the hospital. Methods: The patients' satisfaction data was collected and the data was analyzed using SPSS22.0. Results: The outpatients overall satisfaction score was(74.45SymbolqB@10.24). Males have a higher overall rating than females(t=2.682, P=0.009). The satisfaction evaluation from high to low was local medical insurance, medical insurance, public expense and self expense(F=3.004, P=0.003). The indicators with relatively high overall satisfaction of outpatients were "guided service attitude", "doctor service attitude", "charged service attitude". The lower satisfaction indicators were "treatment cost", "privacy protection" and "service attitude of laboratory". Multivariate linear regression analysis showed that the main factors influencing outpatients' satisfaction were treatment costs, privacy protection and pharmacy service attitude. Conclusion: The hospital management department should optimize medical services to meet the needs of patients with lower satisfaction indicators.
Objective: To investigate the outpatients' satisfaction and understand the patients' medical experience so as to promote the quality of the hospital. Methods: The patients' satisfaction data was collected and the data was analyzed using SPSS22.0. Results: The outpatients overall satisfaction score was(74.45SymbolqB@10.24). Males have a higher overall rating than females(t=2.682, P=0.009). The satisfaction evaluation from high to low was local medical insurance, medical insurance, public expense and self expense(F=3.004, P=0.003). The indicators with relatively high overall satisfaction of outpatients were "guided service attitude", "doctor service attitude", "charged service attitude". The lower satisfaction indicators were "treatment cost", "privacy protection" and "service attitude of laboratory". Multivariate linear regression analysis showed that the main factors influencing outpatients' satisfaction were treatment costs, privacy protection and pharmacy service attitude. Conclusion: The hospital management department should optimize medical services to meet the needs of patients with lower satisfaction indicators.
引文
[1]张江林, 倪平, 宋爽,等. 患者满意度第三方监测的实践与思考[J]. 中国医院管理, 2017, 37(8):54-55.
[2]胡大庆,金新政.云南罗平医院门诊患者满意度调查研究[J].中国卫生质量管理,2007,14(4):19-21.
[3]朱跃州,万配,鲁翔,等.基于结构方程模型的医护人员忠诚度对患者满意度影响研究[J].中华医院管理杂志,2017,33(3):190-193.
[4]张洁,陈彤斌,倪平,等.住院服务质量对患者满意度、忠诚度的影响研究[J].中国卫生统计,2016,33(4):684-686.
[5]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(2):40-43.
[6]邓梦筑, 耿仁文. 非医疗技术因素对门诊患者满意度的调查与分析[J]. 中国医院管理, 2013, 33(9):35-37.
[2]胡大庆,金新政.云南罗平医院门诊患者满意度调查研究[J].中国卫生质量管理,2007,14(4):19-21.
[3]朱跃州,万配,鲁翔,等.基于结构方程模型的医护人员忠诚度对患者满意度影响研究[J].中华医院管理杂志,2017,33(3):190-193.
[4]张洁,陈彤斌,倪平,等.住院服务质量对患者满意度、忠诚度的影响研究[J].中国卫生统计,2016,33(4):684-686.
[5]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(2):40-43.
[6]邓梦筑, 耿仁文. 非医疗技术因素对门诊患者满意度的调查与分析[J]. 中国医院管理, 2013, 33(9):35-37.