北京市公立医院门诊患者满意度调查分析  

Investigation and Analysis on the Satisfaction Degree of Outpatients in Public Hospitals in Beijing

作　　者：路庆[1] 张天成[1] 曾柳[1] 吴铁钢[1] 李贤[1] 

机构地区：[1]南华大学公共卫生学院,湖南衡阳421001

出　　处：《现代医院》2016年第2期225-227,230,共4页Modern Hospitals

基　　金：湖南省科技厅软科学课题(编号:2015ZK3028);南华大学研究生科研创新项目(编号:2015XCX40)

摘　　要：目的调查北京市三家公立医院患者对门诊就医总过程满意度评价的现状,了解北京市综合公立医院门诊满意度情况,为北京市公立医院医疗服务品质的评价和改善提供参考依据。方法对北京市三家公立医院的就诊患者进行问卷调查,问卷包括患者的一般情况,参保形式,付费状况,以及满意度等调查。采用Excel和统计学方法进行分析。结果被调查的318例患者中82.7%对本次就医总过程评价为满意,不满意的患者为2.2%。将家庭收入、医保类型和医疗费用支付方式与门诊患者就医总满意度做秩和检验分析,发现差异有统计学意义(P<0.05)。结论北京市三家医院门诊满意度总体评价较好,但仍需要进一步提高医院服务质量以满足社会需求。Objective To investigate the status quo of the satisfaction evaluation of the patients in three public hospitals in Beijing City; To understand the outpatient satisfaction of the general public hospital in Beijing city; To provide reference for the evaluation and improvement of the quality of medical service in public hospitals in Beijing. Methods A questionnaire survey was conducted among three public hospitals in Beijing. The questionnaire includes the general situation of the patients,the form of the insurance,the payment status,and the satisfaction degree. Excel and statistical methods were used in this paper. Results In 318 patients,82. 7% were satisfied with the total process of the medical treatment. Not satisfied patients were 2. 2%. The family income,health care type and medical expenses payment method and outpatient service patient satisfaction to make the rank and inspection analysis,found that the difference was statistically significant（ P 〈0. 05）.Conclusion The satisfaction of outpatient service satisfaction in three hospitals in Beijing is better,but it still needs to improve the quality of hospital services to meet social needs.

关 键 词：公立医院 门诊患者 满意度 问卷调查 

分 类 号：R197.323.4[医药卫生—卫生事业管理]