基于患者体验的公立医院住院患者满意模型的构建  

Construction of inpatient satisfaction model of public hospital based on patient experience

作　　者：越丽霞[1] 陈加军[2] 孙长青[3] 

机构地区：[1]河南省人民医院外科医学部,郑州450003 [2]郑州大学第一附属医院医务处,郑州450052 [3]郑州大学公共卫生学院社会医学与卫生事业管理学教研室,郑州450001

出　　处：《郑州大学学报（医学版）》2014年第3期331-334,共4页Journal of Zhengzhou University(Medical Sciences)

基　　金：河南省医学科技攻关计划项目20120362

摘　　要：目的:结合患者体验与美国顾客满意度指数模型,进行我国住院患者满意模型的构建。方法:采用多阶段随机整群的抽样方式,对850名住院患者的就医期望、感知质量、感知价值等指标进行调查;采用SPSS13.0和AMOS 7.0进行统计分析。结果:住院患者满意模型共包含患者期望、治疗效果、感知质量、感知价值以及患者满意5个变量,其中患者期望对患者满意具有间接的正向作用,总效应为0.15;感知价值对患者满意的直接正向效应为0.31;治疗效果和感知质量对患者满意均有着直接和间接的影响,总效应分别为0.18和0.59。结论:患者的就医经历、体验以及价值认同是满意的主要驱动因素,相对于结果而言,患者在接受医疗服务过程中更希望拥有一个高质量的就医体验。Aim：To establish inpatient satisfaction model based on the concept of patient experience and American Customer Satisfaction Index .Methods：Multistage cluster random sampling method was used and 850 inpatients were en-rolled to investigate the variables such as patient expectation , perceived quality and perceived value .Data were processed by SPSS 13.0 and AMOS 7.0.Results：The inpatient satisfaction model consisted of 5 structure variables such as patient expectation , therapeutic outcome , perceived quality , perceived value and patient satisfaction .The patient expectation had indirect positive effect on patient satisfaction , and the effect value was 0.15.The direct positive effect value of perceived value on patient satisfaction was 0.31.Therapeutic outcome and perceived quality had both direct and indirect positive effects on patient satisfaction , and the effect values were 0.18 and 0.59 separately.Conclusion： Patient experience and value identification of the whole process of medical treatment are key factors that lead to patient satisfaction .Compared with therapeutic effect , patients prefer to a high quality of treatment experience during medical service process .

关 键 词：患者体验 患者满意 模型 

分 类 号：R197[医药卫生—卫生事业管理]