上海市居民就医满意度和信任度分析  

Analysis on degree of patients satisfaction and trust to health care in Shanghai

作　　者：沈婉婉 聂欢欢[1] 鲍勇[1] 

机构地区：[1]上海交通大学公共卫生学院,200025

出　　处：《中华全科医学》2015年第9期1385-1387,1499,共4页Chinese Journal of General Practice

基　　金：国家自然科学基金(71373159);上海交通大学中国医院发展研究院(SJYF2014XD005B);教育部创新项目(13YJAZH003)

摘　　要：目的了解上海市居民就医满意度和信任度,探讨医院提高居民对医疗服务满意度和信任度的对策,从而满足不同人群对于医疗服务的需求。方法采用文献回顾法、实地调研、专家小组讨论法等对目前国内外相关研究进行分析和总结。采用随机分层抽样法选取上海市中心区(黄浦区)、城郊结合区(闵行区)和郊区(金山区),采用自制问卷,对上海市就诊居民进行就医满意度和信任度调查。每个地区随机选取500名门诊居民和住院居民,共计1500名。结果调查居民1500名,回收有效问卷1448份,回收率96.5%。对于就医满意度,不同区域、年龄、医保形式、月收入的患者之间差异存在统计学意义(P<0.05),不同性别、文化程度的患者之间差异无统计学意义(P>0.05);对于就医信任度,不同区域、医保形式、月收入、文化程度的患者之间差异存在统计学意义(P<0.05),不同性别、年龄的患者之间差异无统计学意义(P>0.05)。结论满意度和信任度的调查研究为医院明确发展目标和方向、转变医疗服务模式、改进医疗服务内容、改善就医环境等方面具有重要的指导意义,为构建和谐医患关系、提升医疗服务质量、公立医院改革提供理论基础和实践循证。Objective To understand the patient satisfaction with health care to trust of Shanghai residents, and explore the approach to improve residents＇ satisfaction with medical services and trust, to meet the needs of different people for medical services. Methods The related research at home and abroad are analyzed and summarized by the methods of lit- erature review, site survey, panel discussion. One thousand and five hundred residents in 3 districts in the center（ Huangpu district）, combination of town and country（ Minhang district）and suburbs of Shanghai（Jinshan district） were selected by stratified random sampling method, and self-designed questionnaire survey was conducted to investigate the satisfaction with medical services and trust of residents. Five hundred outpatient residents and hospitalized residents were randomly se- lected each region. Results Total 1500 residents were referred and 1448 evaluative questionnaires were returned （96. 5% ）. There were differences in satisfaction with medical services among different residences, different age, different types of medical insurance and different income, and there were no differences among different sex, different levels of edu- cation. There were differences in the trust among different residences, different types of medical insurance, different income and various levels of education, and there were no differences among different sex and different age. Conclusion The in- vestigation of the satisfaction and trust has an important guiding significance on the certification of the direction and objec- tive of development, transforming medical service mode, improving medical service content and changing medical environ- ment, and provide theoretical basis and practice confirmation to build a harmonious doctor-patient relationship, improve the quality of medical service and reform of public hospitals.

关 键 词：满意度 信任度 医疗服务 

分 类 号：R195[医药卫生—卫生统计学]