652例住院患者满意度分析与评价  

Analysis and Evaluation of Inpatients' Satisfaction Degree of 652 Cases

作　　者：夏磊[1] 马丽春[1] 艾祎[1] 赵丽[1] 唐晓莉[1] 张欣[1] 曾庆[1] 

机构地区：[1]国家卫生计生委中日友好医院质量监督部,北京100029

出　　处：《中国医院管理》2015年第2期59-61,共3页Chinese Hospital Management

摘　　要：目的对住院患者满意情况进行分析,探讨住院患者满意度的影响因素。方法对652名住院患者进行问卷调查,并对调查结果进行统计学描述、相关分析和多元线性回归分析。结果住院患者满意度各维度由高到低依次为及时性、服务质量、尊重患者权益、技术水平、服务态度、等候时间、后勤管理;影响住院患者总体满意度的主要因素依次为技术水平、服务质量、服务态度、及时性、等候时间、尊重患者权益、后勤管理。结论提高技术质量是确保患者满意的核心,改善非技术质量是确保患者满意的关键。Objective To analyze the satisfaction degree of inpatients,and explore the factors influencing the satisfaction of inpatients. Methods A survey was conducted on 652 inpatients,and then statistical description,correlation analysis, and multivariate linear regression analysis were made on the results of the survey. Results The dimensions of the inpatient satisfaction from high to low are respective timeliness,quality of service,respecting for the rights of patients,the technical level,service attitude,waiting time and logistics management;the factors affecting the inpatient satisfaction in proper sequence are the technical level,quality of service,service attitude,timeliness,waiting time,logistics management,respecting for patients＇ rights and logistic management. Conclusion Improving the quality of technology is the core to ensure the satisfaction of patient,improving the quality of non-technology is also the key to ensure the satisfaction of patient,while the dynamic patient satisfaction survey is an effective tool for hospital management.

关 键 词：患者满意度 技术质量 服务质量 

分 类 号：R197.32[医药卫生—卫生事业管理]