医院门诊患者满意度评价模型构建及实证研究  

Construction and empirical study on out-patient satisfaction evaluation model

作　　者：张礼[1] 李敏[2] 钮骏[3] 丁俭[4] 

机构地区：[1]上海市儿童医院综合质量管理办公室,上海200062 [2]上海市公共卫生临床中心工会,上海200083 [3]上海市儿童医院社工部,上海200062 [4]上海市儿童医院党办,上海200062

出　　处：《中国卫生资源》2016年第6期485-489,493,共6页Chinese Health Resources

基　　金：上海申康医院发展中心管理重点项目"上海市级医院患者满意度评价研究"(2013SKMR-24)

摘　　要：目的 :探索构建市级医院门诊患者满意度测评量表及评价模型,优化门诊患者满意度绩效考核指标。方法 :基于顾客满意度模型和PZB服务品质模式编制门诊患者满意度量表,并对上海市6家三级甲等公立医疗机构共计758名门诊患者进行抽样调查。结果 :量表信度、效度及结构方程模型(SEM)各项拟合度良好,门诊患者总体满意度为83.52%。专科性医院总体满意度高于综合性医院。患者总体满意度与服务品质的各维度、医院形象、转换成本、忠诚度均有相关性(P<0.01),其中医疗品质中的响应性(0.232)和保证性(0.201)的回归系数最大。"医生及时给与专业治疗和咨询"、"医务人员耐心解答疑惑"和"有效缓解患者对疾病的恐惧"是影响患者满意度的关键因素。结论 :本研究设计的门诊患者满意度测评量表具有实用价值,可在市级医疗机构推广使用。Objective ：To explore the construction of municipal hospital outpatient satisfaction evaluation scale and evaluation model,and to optimize the index of outpatient satisfaction evaluation. Methods ：A sampling survey was conducted in six tertiary hospitals among 758 out-patients by self-regulating questionnaire based on the customer satisfaction model and PZB service quality model. Results ：The reliability,validity of scale and structural equation modeling fitted well. Patient＇s overall satisfaction was 83.52%. The overall satisfaction of special hospitals was higher than that of general hospitals. Out-patient＇s satisfaction was correlated with the service quality,hospital image,conversion costs and loyalty（P〈0.01）. The response（0.232） and the assurance（0.201） of the service quality showed the maximum regression coefficient. ＂Timely treatment,professional consultation＂,＂patiently FAQ＂ and ＂patient＇s fear of the disease relieving＂were the key factors influencing patient＇s satisfaction. Conclusion ：The out-patient satisfaction assessment scale has practical value. It can be widely used in municipal medical institutions.

关 键 词：门诊患者 满意度测评 评价模型 

分 类 号：R197.32[医药卫生—卫生事业管理]