某院住院病人满意度影响因素分析  

Analysis of the Influencing Factors on Inpatient Satisfaction Level in A Hospital

作　　者：兰光辉 吉天天 高曙宏 

机构地区：[1]陕西煤业化工实业集团医院管理中心,陕西西安710075

出　　处：《中国卫生质量管理》2014年第6期68-70,共3页Chinese Health Quality Management

摘　　要：目的研究某三级医院住院病人满意度的主要影响因素,为制定提升住院满意度对策提供参考。方法自行设计满意度调查问卷,采用分层随机抽样的方法进行问卷调查。所得数据采用SPSS17.0统计软件进行分析。结果5个分类指标对总体满意度的影响有统计学意义(P<0.05),其中医护人员态度(OR=2.722)对总体满意度影响最大,其次是医护人员技能(OR=2.217)、治疗效果(OR=1.859)、医患沟通(OR=1.622)、医疗费用(OR=1.537)。结论住院病人对医院的整体满意度与多个因素有关,而医护人员态度对整体满意度影响最大,其次是医护人员技能。为此,改善医护人员态度并提高其技能可有效提升住院病人满意度。Objective To investigate the influencing factors on inpatient satisfaction level,and provide reference for countermeasures development.Method The questionnaire on inpatients satisfaction was designed and the survey was performed by stratified random sampling method.The SPSS17.0 was used for data analysis.Result The five classification indicators influencing inpatient satisfaction had significantly statistical significant （P ＜ 0.05）.Among these five indicators,medical staff attitude has the most effect on inpatient satisfaction （OR =2.722）,followed by medical staff skill （OR =2.217）,therapeutic effect （OR =1.859）,doctor-patient communication （OR =.1.622） and medical cost （OR =1.537）.Conclusion Inpatients satisfaction is related to several factors.The most influential factor is attitude and skill of medical staff.

关 键 词：住院病人 满意度 影响因素 

分 类 号：R197.1[医药卫生—卫生事业管理]