广州市某三甲医院住院患者卫生系统反应性与满意度的研究  

Study on health system responsiveness and satisfaction of inpatients in a class 3A comprehensive hospital in Guangzhou City

作　　者：胡德红[1] 陈帝清[1] 黄丽娟[1] 吴冬玲[1] 胡前胜[2] 刘允香[1] 梁熙德[1] 

机构地区：[1]广州医学院第一附属医院外科,广东广州510120 [2]中山大学公共卫生学院,广东广州510120

出　　处：《中国医药导报》2013年第4期122-124,共3页China Medical Herald

摘　　要：目的探讨广州市某三甲医院患者住院服务的卫生系统反应性及满意度,为医院改善医疗服务质量提供理论依据。方法自行设计反应性及满意度调查问卷,调查广州市某三甲医院500例住院患者。结果医院在服务的技术、硬件方面做得比较好,但在非医疗方面,如就医环境、保密性、及时性、社会支持、患者对医护人员、医疗机构的选择性、医疗收费价格和费用等方面的卫生系统反应性与满意度较低。反应性与满意度的相关关系较为密切。结论医院应关注患者非健康服务方面的合理期望,充分尊重患者的隐私权,简化服务流程,提高服务的及时性,改善和创造温馨的就医环境,提供宗教服务与场所,尊重患者的选择权,降低医疗收费价格和费用,从而进一步提升医院服务质量的水平。反应性与满意度的相关关系较为密切,提高反应性有助于提高患者的满意度。Objective To investigate the health system responsiveness and satisfaction of the class 3A comprehensive hospital services for inpatients in Guangzhou City, in order to provide the theoretical basis for hospital to improve the quality of service. Methods After the questionnaire of health system responsiveness and satisfaction self-designed, 500 inpatients from a class 3A comprehensive hospital in Guangzhou City were investigated. Results Among all of factors of responsiveness and satisfaction, hospital services technology, hardware were doing better. But the non-medical as- pects, including medical environment, confidentiality, social supports, medical cost, right of choice of providers had lower health system responsiveness and satisfaction. Responsiveness and satisfaction relationship were close. Conclu- sion The hospital should pay attention to the non-medical health care with reasonable expectations of patients. In or- der to develop hospital services quality and achieve continuous improvement in competitiveness, it is necessary to let patients fully enjoy the fight of privacy, reduce service process, improve the timeliness of services, improve medical onvironment, provide religious service and places, respect patients fight to choose and reduce medical cost. Respon- siveness and satisfaction relationship are close, enhancing the responsiveness is helpful for improvement of satisfaction.

关 键 词：三甲医院 住院患者 卫生系统反应性 满意度 

分 类 号：R197.3[医药卫生—卫生事业管理]