新疆某三甲医院住院患者满意度影响因素的灰色关联分析  

GRAY CORRELATION ANALYSIS OF FACTORS INFLUENCING INPATIENTS ' SATISFACTION IN A XINJIANG FIRST CLASS GRADE A HOSPITAL

作　　者：樊锦春[1] 李建荣[1] 郭建新[1] 

机构地区：[1]新疆医科大学第五附属医院,新疆乌鲁木齐830011

出　　处：《现代医院》2015年第9期95-97,共3页Modern Hospitals

摘　　要：目的了解新疆医科大学第五附属医院住院患者对医疗服务的满意程度，揭示各因素对住院患者满意度的影响程度，为优化和改进医院医疗服务质量提供参考。方法采用自拟调查问卷5个维度20项指标以定期随机抽样方式对2012年10月-2014年6月，医务部分季度，电话随访、社会监督员、外勤服务的医疗服务满意度调查数据为基础，采用灰色关联分析法对患者满意度的影响因素进行分析和分类排序，排序出主导性因素、关键性因素和次要性因素。结果影响医院住院患者综合满意度的主导性因素是公开服务项目、药品价格等、呼叫时，护士及时到住情况、护士对住院费用清单的提供及解释、医生对病情、用药、检查的告知沟通、护士的服务态度、办理入院出院结算处工作人员的服务质量、医生的医疗技术水平、医生的每日查房、询问病情变化、护士的护理操作技术水平。结论影响医院住院患者综合满意度的主导性因素，是医院深入细化管理的抓手．是相关部门高度重视的问题。Objective To provide references for optimizing and improving hospital medical service quality by understanding the degree of inpatients＇satisfaction in the fifth affiliated hospital of Xinjiang medical university, and re- vealing the influence of different factors on inpatients＂ satisfaction. Methods A self - designed questionnaire with five dimensions and 20 indicators was applied for the regular random sampling from October 2012 to June 2014. Based on the medical service satisfaction survey data of telephone follow - up, social supervisors and field service, gray correlation analysis was applied to analyze the factors influencing patients＂ satisfaction and sort out these factors, sorting out the dominant factors, key factors and secondary factors. Results The dominant factors influencing the in- patients＂ comprehensive satisfaction were public service projects, medicine price, work efficiency of nurses, hospitali- zation expenses listing provided and explained by nurses, condition, medication and examination informed by doctors, nurses＇service attitude, service quality of the admission and discharge settlement staff, doctors＂ medical technology level, doctors＇daily rounds, inquiring the conditions, and nurses＇operation technology level. Conclusion The domi- nant factors influencing the inpatients＂ comprehensive satisfaction, are critical for further consolidating hospital man- agement. These factors should be also highly valued by relevant departments.

关 键 词：患者满意度 灰色关联 影响因素 

分 类 号：R197.323[医药卫生—卫生事业管理]