基于结构方程的基层医疗机构患者满意度研究  

Research on Patient Satisfaction of Primary Medical Institution Based on Structural Equation

作　　者：尹占春[1,2] 刘冬梅 段琪[1] 

机构地区：[1]天津大学,天津300072 [2]天津市滨海新区卫生局,天津300457 [3]天津市滨海新区塘沽疾病预防控制中心,天津300456

出　　处：《电子科技大学学报（社科版）》2014年第4期8-10,共3页Journal of University of Electronic Science and Technology of China(Social Sciences Edition)

摘　　要：对天津滨海新区10个基层医疗机构就诊患者进行调查,揭示影响患者满意度、提升患者忠诚度的路径;运用因子分析对影响患者满意度因素进行处理,运用结构方程模型搭建影响患者满意度、患者忠诚度的路径。患者满意度主要受医护态度与行为、机构资源与费用两个公因子影响,医护态度与行为对患者满意度和患者忠诚度有直接正向预测作用,机构资源与费用对患者忠诚度起间接作用;必须软硬件齐抓共管、强化服务意识、加大基础设施投入、提升患者忠诚度。To investigate patients on 10 primary medical institution in Tianjin Binhai New Area, the path of affecting patient satisfaction and enhancing patient loyalty is revealed. By using the factor analysts, factors affecting patient satisfaction are dealt with, and the path of patient satisfaction and patient loyalty is build by structural equation model. Patient satisfaction is mainly affected by the attitude and behavior of doctor and nurse as well as the resource and cost of institution. The attitude and behavior of doctor and nurse has a direct positive function for patient satisfaction and patient loyalty, while the resource and cost of institution has a indirect effect. Efforts should be done to make concerted efforts between hardware and software, enhance service awareness, increase infrastructure investment, and improve patient loyalty.

关 键 词：结构方程模型 因子分析 基层医疗机构 患者满意度 患者忠诚度 

分 类 号：F812.0[经济管理—财政学]