住院病人满意度影响因素调查分析  

A Survey of Inpatient Satisfaction in Shenzhen

作　　者：郑静[1] 凌莉[1] 张福林[2] 杨才布 

机构地区：[1]中山大学公共卫生学院,广州市510080 [2]深圳市医学信息中心 [3]深圳市卫生局

出　　处：《中国医院统计》2004年第3期210-212,215,共4页Chinese Journal of Hospital Statistics

基　　金：深圳市卫生科技项目 (项目编号 :2 0 0 0 0 60 3 8)

摘　　要：目的　为了了解病人对深圳市医疗服务的满意度情况和评价深圳市医疗服务质量。方法　采用自行设计的调查问卷 ,对深圳市 6家综合医院进行满意度调查。结果　病人对医疗服务的总的满意度达到 98 3% ;三级和二级医院的满意度差别没有统计学意义 ;除选择医院原因、就诊科室、付费方式和居住地外 ,年龄、性别等人口学特征对满意度没有影响 ;护理人员态度等 7个单项满意度指标对综合满意度有影响。结论　要针对意向病人满意度的因素 ,加强管理 ,提高医疗服务质量。Objective To detect the ra te of patient satisfaction so as to improve the health service in Shenzhen.Methods A survey was conducted amony six hospitals in Shenzhen.Results The overall rate of satisfactio n was 98.3% and there was no statistical significance between the rate of the tertiary hospital and the secondary hospital and there were seven single questi ons (e.g.the nurses attitude) which were associated significantly with overa ll satisfaction.Conclusion To improve the hea lth service,it is necessary to strengthen management according to the factors in fluencing the inpatient satisfaction. [

关 键 词：住院病人 满意度 影响因素 回归分析 

分 类 号：R197.323[医药卫生—卫生事业管理]