地区医疗服务热点调查及信息利用  

Hot spot investigation in regional medical service and influencing factors analysis

作　　者：孙萍[1] 吴军[1] 刘韦科[1] 

机构地区：[1]大连医科大学附属第二医院科研部,辽宁大连116023

出　　处：《现代预防医学》2013年第17期3203-3205,共3页Modern Preventive Medicine

摘　　要：目的收集大连市区居民对市内医院的服务需求情况及其满意度资料,评估市民对市内医院的信任感和忠诚度,为持续改进医院服务提供依据。方法采用单纯随机抽样的方法发放问卷500份,从需方角度对医疗服务涉及的看病难、看病贵、医疗质量问题进行调查,解析曾就诊过的医院、印象最深的医院、不选择某医院就诊的原因、全年支付健康费用、服务环境设施等5个方面,针对主要因素进行分析并讨论。结果医疗服务需求者个体,对非营利性国家医院抱有较大的热情与期望。医务人员在医疗服务中的人文关怀给服务对象留下的深刻印象,是评价医疗服务质量的重要因素,就近择医、为服务对象提供适宜的医疗技术服务、合理的流程、舒适便捷的就诊环境也为需求者所关心。结论作为提供医疗服务的医院方的责任在于规范医疗行为、提高技术水平,在医疗护理过程中加入人文关怀,在医疗决策中考虑各方利益,努力减少资源消耗。通过地区医疗服务热点调查结果作为信息资源被利用,与实践结合取得较好的效益。OBJECTIVE To collect the status of the inhabitants＇ demand for hospital service in the city of Dalian and its satisfaction material, evaluation the influencing factors of trust and loyalty for hospital by inhabitants, and to provide continu- ous improvement in hospital services. METHODS The simple random sampling and on-site survey were conducted to collect 500 inhabitants. It＇s the perspective of medical services related five aspects ： the hospital that patients had seen a doctor, the deepest impression on the doctor or work staff, the reasons why the people did not choose a hospital to see a doctor, the an- num pay for health care and service environment facilities. The main factors were analyzed, discussed, and concerned the correlation of hospital management. RESULTS The individual demanders for medical service had greater enthusiasm and ex- pectations for the nonprofit national hospital. Humanistic care in medical treatment service was impressed for patients, which was the important factor for people to evaluate the quality of medical service. Selecting the nearest hospital from a number of possible alternatives, providing appropriate medical technical service, reasonable process, comfortable and convenient medi- cal circumstances were also concerned for the purchasers. CONCLUSION The survey results show that the responsibilities of hospitals are standardizing the medical behaviors, improving the technical levels, joining humanistic concern in the process of medical process, considering interests of all aspects in decisions, reducing the consumption of resources. Hot survey of in- formation resources in regional medical service are used and practice good benefits.

关 键 词：医疗服务 医患关系 调查 信息 影响因素 

分 类 号：R195[医药卫生—卫生统计学]