某三级综合医院门诊患者满意度调查研究  

STUDY ON SATISFACTION DEGREE OF OUTPATIENTS IN A TOP-NOTCHED HOSPITAL

作　　者：周占伟[1] 梅翠竹[1] 张玉媛[1] 邵建祥[2] 

机构地区：[1]蚌埠医学院预防医学系,蚌埠233030 [2]蚌埠医学院第一附属医院

出　　处：《现代预防医学》2011年第7期1262-1265,共4页Modern Preventive Medicine

基　　金：安徽省教育厅人文社会科学项目(2009sk392)

摘　　要：[目的]了解安徽省某三级综合医院门诊患者满意度情况,探讨影响门诊患者满意度的主要因素,为改善医患关系、提高医疗服务质量提供参考依据。[方法]采用横断面调查法。在门诊科室中随机抽取10个科室,对2009年5~6月份来就诊的18～69岁患者随机发放自行设计的满意度调查问卷,由经过统一培训的调查员进行面对面调查。采用χ2检验和非条件Logistic回归模型,分析门诊患者满意度情况及其影响因素。[结果]调查对象对医院提供的医疗服务的总体满意度为43.5%（158/363）。多因素Logistic回归模型结果显示收费水平、就诊环境、在就诊过程中患者是否被尊重、医生的技术水平、在就诊过程中护士是否及时地引导患者与门诊患者满意度的关系有统计学意义。[结论]患者对医院门诊医疗服务满意度不高,需要在就诊环境、降低医疗费用、尊重患者等方面进一步改善。[Objective]To investigate the satisfaction of outpatients in a top-notched hospital in Anhui Province,and explore the factors associated with the satisfaction of outpatients.[Methods]A cross-sectional study was conducted in Bengbu between May and June,2009.A total of 363 outpatients at age of 18-69 years old were selected by simple random sampling in ten outpatient departments of the hospital.And the data were collected by face-to-face interview.Factors hypothesized to be associated with satisfaction were analyzed with chi-square test in univariate analysis and non-conditional Logistic regression model in multivariate analysis.[Results]The prevalence rate of satisfaction with the health care service among respondents was 43.5%（158/363）.The results of multivariate logistic regression model showed that five factors significantly associated with the satisfaction included medical expense,medical conditions,technical level,respecting patients＇ rights in the treatment process,and nurses timely guiding patients in the treatment process.[Conclusion]The study shows that the present satisfaction with the health care service in outpatients is not optimistic,and the intervention strategies include improving the quality of the health care service,reducing medical costs,respecting patients＇ rights,and so on.

关 键 词：门诊患者 满意度 影响因素 

分 类 号：R195[医药卫生—卫生统计学]