三甲教学医院住院患者满意度调查及影响因素分析  

Investigation and influence factor analysis of satisfaction of inpatients in tertiary teaching hospitals

作　　者：李瑞波[1] 张桥[2] 吴丛 郑策[2] 相静[4] 

机构地区：[1]哈尔滨医科大学附属第二医院统计室,黑龙江省哈尔滨市150001 [2]哈尔滨医科大学医务处 [3]哈尔滨医科大学附属第一医院静配药物配置中心 [4]滨州医学院公共卫生与管理学院卫生统计学教研室

出　　处：《中国医院统计》2015年第3期165-167,共3页Chinese Journal of Hospital Statistics

基　　金：国家统计局课题(2014378)

摘　　要：目的调查三甲教学医院住院患者满意度并分析其影响因素。方法利用分层抽样方法选取调查对象，采用调查问卷的方法进行数据收集，统计分析方法为简单线性回归分析和多元线性回归分析。结果三甲教学医院的住院患者满意度较高，平均得分为（92．94±11．81）分；乡镇患者的住院满意度要低于城市患者，家庭人均月收入越高，患者满意度越高，非首次住院患者的住院满意度要低于首次住院患者。结论医院要加强院内指示路牌覆盖范围、导诊服务及医疗收费管理，加大对预约挂号的宣传力度，以此提高乡镇患者及低收入住院患者满意度。Objective To investigate the satisfaction of inpatients in tertiary teaching hospitals and analyze the influence factors of satisfaction. Methods The survey was done with a stratified sampling method to randomly select the samples. The questionnaires were used to collect the data and the statistical methods were simple and multivariate linear regression analysis. Results The satisfaction of inpatients in tertiary teaching hospitals was high and the average score was 92.94±11.81. The satis- faction of rural inpatients was lower than urban inpatients. The more the household average month income, the higher the satisfac- tion. The satisfaction of patients who were firstly admitted in hospital was higher than that of the others. Conclusion The cover- age of hospital indicating signs should be increased. The hospital guide service and the medical charge management should be im- proved. The hospitals should increase the publicity of booking register, in order to improve the satisfaction of rural and lower in- come inpatients.

关 键 词：患者满意度 影响因素 教学医院 住院患者 

分 类 号：R197.323[医药卫生—卫生事业管理]