门诊多渠道预约挂号平台下患者满意度调查  

Outpatient Satisfaction Under Multi-channel Registration System

作　　者：朱颖[1] 汪新[1] 吴瑞春[1] 景峰[1] 

机构地区：[1]上海交通大学医学院附属瑞金医院门诊部,上海200025

出　　处：《解放军医院管理杂志》2016年第6期521-522,534,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的分析在多渠道预约挂号平台下,影响患者满意度的因素和改进措施。方法随机向门诊预约挂号就诊的患者发放调查问卷500份,采用Logistic回归法分析与患者满意度密切相关的评价指标。结果 Logistic多因素回归法分析结果显示,在多渠道预约挂号平台下,对患者满意度评价有影响的因素为患者的就诊次数(P=0.021)、文化程度(P=0.013)及选择的付费方式(P<0.01)。结论多渠道预约挂号平台在实际操作中,应注意对初次就诊及文化程度较低的患者加大宣传指导力度,同时扩大预付费、自助缴费等多种新型缴费模式的应用比例。Objective To analyze the factors associated with outpatient satisfaction under multi -channel registration plafformand to find corresponding solutions. Methods 500 questionnaires were randomly issued to pa- tients who made appointment randomly with the outpatient department. The factors associated with outpatient satis- faction were analyzed by Logistic regression. Results The results of Logistic regression showed that patients＇ fre- quency of visit, education level and means of payment were relevant with outpatient satisfaction. Conclusion Publicity should be strengthened on patients visiting doctors for the first time or with low

关 键 词：门诊 多渠道预约挂号 满意度 回归分析 

分 类 号：R197.32[医药卫生—卫生事业管理]