患者体验与患者满意通径分析  

Path analysis of patients' experience and patients' satisfaction

作　　者：越丽霞[1] 陈加军[2] 孙长青[3] 

机构地区：[1]河南省人民医院,河南郑州450003 [2]郑州大学第一附属医院 [3]郑州大学公共卫生学院

出　　处：《中国卫生事业管理》2014年第1期20-22,共3页Chinese Health Service Management

基　　金：河南省医学科技攻关计划项目"河南省公立医院患者满意形成机制研究"(编号:20120362)

摘　　要：目的:引进患者体验概念,寻求患者满意的有效途径。方法:采用随机整群的抽样方式调查河南省4家公立医院的850名患者;采用SPSS13.0和AMOS7.0进行统计分析。结果:患者体验与患者满意通径模型共包含可及便利、情感支持、环境后勤、技术质量、疾病交流、感知价值体验以及患者满意7个结构变量,其中可及便利、感知价值和技术质量体验对患者满意作用最大;情感支持对患者满意有直接的正向作用。结论:就医便利、技术体验以及价值的认同是患者满意的重要途径,基于人文关怀的情感支持和沟通交流变的日益重要。Objective To introduce the concept of patients＇ experience, and explore the effective path to patients＇ experience. Methods 850 cases of patients were chosen form 4 public hospitals in Henan Province with random cluster sampling wethod and surveyed. Data was analyzed with software of SPSSI3.0 and AMOST. 0. Results The model of patients experience and patients sat- isfaction path consisted of 7 structure variables, such as accessibility and convenience, emotional support, environmental facility, technical quality, disease communication, perceived value and patient satisfaction. In which the variables of accessibility and con-venience,perceived value and technical quality played most important role in patient satisfaction. And emotional support had di- rect positive effect on patient satisfaction. Conclusion Convenience, perceived value and technical experience are main paths to pa- tient satisfaction. Doctor-patient communication and emotional support based on humanistic care play increasingly important role.

关 键 词：患者体验 患者满意 通径分析 

分 类 号：R197.323[医药卫生—卫生事业管理]