妇幼专科医院门诊患者满意度影响因素和干预措施研究  

Study on influencing factors of satisfaction and intervention measures of outpatients in a maternity and children hospital

作　　者：陈国龙[1] 钱小芳[1] 刘青闽[1] 王俐萍[1] 余宏玉[1] 

机构地区：[1]福建省妇幼保健院,福州350001

出　　处：《海峡预防医学杂志》2014年第2期9-11,共3页Strait Journal of Preventive Medicine

基　　金：福建省妇幼保健院院内课题(妇保院研No.10-06)

摘　　要：目的了解妇幼专科医院门诊患者满意度现状及影响因素,探究提高满意度的干预措施。方法参考文献设计并评价问卷,对完成诊疗活动的600例门诊患者进行调查。结果调查问卷有较好的信度(α=0.88)和效度,有效问卷率99.0%(594/600);患者满意度受综合因素影响,医护人员经验、医生技术、医护人员态度、就医环境与就医流程是主要影响因素。结论该问卷对完成诊疗的门诊患者进行满意度调查效果较好,要采取综合措施,提高患者满意度。Objective To study the satisfaction and its influencing factors of outpatients in a maternity and children hospital,to explore the intervention measures.Methods To review relevant literatures,self-design and evaluate a questionnaire,Totally 600 outpatients completed diagnosis and treatment were investigated.Results There was good reliability （α=0.88） and validity with the questionnaire.The complete response rate of the questionnaire was 99.0% （594/600）.Outpatient＇s satisfaction was influenced by comprehensive factors.The experience,technique and service attitude of the doctors and nurses,medical environment and process were main influencing factors.Conclusion This questionnaire is suitable for evaluating the outpatient＇s satisfaction degree in a maternity and children hospital.Intervention measures should be taken to improve outpatient＇s satisfaction degree.

关 键 词：门诊患者 满意度 医院管理 

分 类 号：R197.323[医药卫生—卫生事业管理]