综合性医院门诊病人忠诚度影响因素分析  被引量:2

Analysis on Influencing Factors for Outpatient Loyalty to the General Hospital

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作  者:祖学亮[1] 缪德桥 胡仲华[1] 

机构地区:[1]浙江台州医院

出  处:《医院管理论坛》2014年第8期15-17,共3页Hospital Management Forum

摘  要:目的探讨影响三级综合性医院门诊患者忠诚度的因素,为提高患者忠诚度,完善医院服务体系提供决策依据。方法采用横断面调查法,在某三级医院门诊对2013年5月的诊疗患者或陪护人员随机发放调查问卷,完成有效问卷146份。结果按5分级Likert标度法进行分析,该医院门诊调查对象的满意度为74%,忠诚度为78%。结论患者忠诚度与环境设施、流程等待、医生服务、医技服务、服务结果、距离费用等因素有关。Objective To investigate factors affecting outpatients loyalty to the tertiary general hospital so as to provide evidence for decision-making aimed to improve the patent loyalty and hospital service system. Methods A cross-sectional survey in the outpatient clinic of a tertiary hospital was conducted among randomly-chosen patients or accompanying persons in May 2013, and in total 146 valid questionnaires were completed. Result 5 graded Likert scale method was used to analyze the hospital outpatient satisfaction and it was found that 74%of the participants were satisfied with the hospital service and the loyalty rate is 78%. Conclusion Patient loyalty is associated with environmental facilities, waiting time, physician services, medical technology services, service results, cost and distance between hospital and home.

关 键 词:医院管理 患者忠诚度 影响因素 

分 类 号:R197.323[医药卫生—卫生事业管理]

 

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