三级综合医院简易门诊慢性病患者就诊特点和满意度分析  

Characteristics and satisfaction of outpatients in walk-in clinic of a Grade A tertiary hospital

作　　者：王荣英[1] 李峰[1] 贺振银[1] 汪雁[1] 赵稳稳[1] 王金艳[1] 王雅依[1] 

机构地区：[1]河北医科大学第二医院全科医疗科,石家庄050000

出　　处：《中华全科医师杂志》2017年第9期687-691,共5页Chinese Journal of General Practitioners

基　　金：基金项目：河北省政府资助课题研究项目（361004）

摘　　要：目的 分析三级综合医院简易门诊慢性病患者的就诊特点和满意度及原因.方法 随机选取2016年3-6月于河北医科大学第二医院简易门诊就诊的1 100例慢性病患者,进行自行设计的现场问卷调查,内容包括患者的一般情况、对三级综合医院简易门诊、专科门诊及社区门诊的满意程度、不满意的原因.结果 共收回有效问卷947份,有效回收率86.09％.简易门诊慢性病患者所患疾病以1种慢性病所占比例最高（594例,62.72％）.患者对综合医院简易门诊满意度（平均秩次1.78）大于专科门诊满意度（平均秩次1.93）（P=0.010）,对专科门诊满意度大于社区门诊满意度（平均秩次2.33）（P=0.000）.患者选择综合医院简易门诊原因包括药品种类齐全（389例,41.08％）、药品质量有保障（285例,27.98％）、等待时间短（249例,26.29％）等;对简易门诊改进意见包括减少等待时间（428例,45.20％）、设置慢性病管理专业医师（210例,22.18％）、提高药品报销比例（172例,18.16％）等;患者选择综合医院专科门诊原因包括疾病控制不佳需调整药物（587例,61.99％）和特殊病种或购药限制必须到专科门诊（427例,45.09％）;对专科门诊不满意的原因包括等待时间过长（476例,50.26％）、合并多种慢性病涉及多科室需反复排队（221例,23.34％）和挂号费用高（221例,23.34％）;患者选择社区门诊的原因包括位置离家或单位较近（350例,36.96％）、就诊环境好（233例,24.60％）、等待时间短（184例,19.43％）等;对社区门诊不满意的原因包括：不信任社区医生（405例,42.77％）,药品种类不齐全（392例,42.39％）、质疑社区药品质量（263例,27.77％）等;对社区的改进意见包括应提高医务人员素质（317例,33.47％）、需扩大药品种类（298例,31.47％）、需改善医疗环境（94例,9.93％）等.结论 三级综合医院简易门诊就诊的慢性病�Objective To assess the characteristics and satisfaction of outpatients in walk-in clinic of a grade A tertiary hospital.Methods A total of 1 100 outpatients visiting walk-in clinic of the Second Hospital of Hebei Medical University during March 2016 and June 2016 were randomly selected for the questionnaire survey.The self-designed questionnaire included the general information of patients,the satisfaction degree to the walk-in clinic,to special clinics of the hospital or to community clinics and related reasons,and suggestions for further improvement.Results Total 947 valid questionnaires were received with a retrieval rate of 86.09%.Most of participants had one chronic disease （594,62.72%）.The satisfaction degree of walk-in clinic （1.78） was higher than that of hospital special clinics （1.93） （P =0.010）,in turn the latter（2.33）was higher than that of conmmnity clinics （P 〈 0.001）.The reasons for patient to choose the walk-in clinic were wide range of medications （389,41.08%）,reliable quality （285,27.98%）,short waiting time （249,26.29%） and so on.Suggestions for improvement of the walk-in clinic were further reducing the waiting time （428,45.20%）,need specialists for chronic disease management （210,22.18%）,raising reimbursement rate （172,18.16%） and so on.The reasons for patients to choose special clinic were need readjusting prescription （587,61.99%）,special disease or drug （427,45.09%）.The reasons of dissatisfaction with special clinic were long waiting time （476,50.26%）,frequent transfer to multiple departments （221,23.34%）,high registration fee （221,23.34%）.The reasons for patients to choose community clinic were short distance （350,36.96%）,better environment （350,36.96%）,short waiting time （184,19.43%）.The reason of dissatisfaction with community clinic were low qualification of medical staff （405,42.77%）,insufficient medications （392,42.39%）;distrusting the quality of drugs （263,27.77%）.Suggestions for improvemen

关 键 词：医院 综合 门诊部 医院 社区卫生中心 慢性病 

分 类 号：R197.3[医药卫生—卫生事业管理]