大型综合性医院门诊患者满意度影响因素分析  

Influencing factors of outpatients’ satisfaction rate in large general hospitals

作　　者：张柠[1] 孙冬悦[1] 周海清[1] 

机构地区：[1]首都医科大学卫生管理学院与教育学院/首都卫生管理与政策研究基地

出　　处：《中国医院》2011年第10期25-27,共3页Chinese Hospitals

摘　　要：目的:了解患者对综合性医院门诊服务的满意状况,并探讨其影响因素。方法:采用自行设计的问卷调查表对门诊患者进行调查,应用多元非条件Logistic回归分析影响因素。结果:综合性医院门诊患者的总体满意度为63.6%,影响总体满意度的因素有就诊环境、医务人员解答问题清晰程度、医疗收费水平等。结论:综合性医院不仅要提高医疗技术水平,增强医务人员的服务水平也是提高患者满意度的关键。Objectives： To learn the status of satisfaction of outpatients to outpatient service in large general hospitals, and explore its influencing factors. Methods： Questionnaire was designed by research team and outpatients received the survey, Data were analyzed by unconditioned Logistic regression analysis. Results： The general satisfaction rate of outpatients in large general hospitals was 63.6%. The major factors influencing satisfaction degree were medical environment, the language articulation of answers given by medical workers and medical expenses etc. Conclusion： As well as improving medical technology, strengthening health service is crucial to increase outpatients＇ satisfaction degree in large general hospitals.

关 键 词：门诊患者 满意度 

分 类 号：R749.404[医药卫生—神经病学与精神病学]