上海市公立医疗机构门诊病人满意度及其影响因素分析  

Analysis on outpatient satisfaction degree and its influencing factors in public medical institutions in Shanghai

作　　者：王彤 陈丹妮 范关荣 邹冬冬 张志锋 薛迪[2] WANG Tong CHEN Dan-ni FAN Guan-rong ZOU Dong-dong ZHANG Zhi-feng XUE Di(Publicity Department Department of Medical Administration,Shanghai Municipal Commission of Health and Family Planning,Shanghai 200125,China School of Public Health,Fudan University,Key Lab of Health Technology Assessment,Ministry of Health, Shanghai 200032, China Shanghai Medical Ethos Association, Shanghai 200040,China)

机构地区：[1]上海市卫生和计划生育委员会新闻宣传处,上海200125 [2]复旦大学公共卫生学院卫生部卫生技术评估重点实验室,上海200032 [3]上海医药卫生行风建设促进会,上海200040 [4]上海市卫生和计划生育委员会医政医管处,上海200125

出　　处：《中国卫生资源》2017年第6期460-463,480,共5页Chinese Health Resources

摘　　要：目的 :分析上海市公立医疗机构门诊病人满意率及其影响因素,为卫生行政部门和公立医院持续改善医疗服务质量提供决策依据。方法 :2016年7—8月,对上海市65所公立医疗机构及其门诊病人满意度进行了问卷调查。通过χ2检验比较不同类型和级别的公立医疗机构门诊病人满意率,运用多层logistic模型分析门诊病人满意率的影响因素。结果 :上海市公立医疗机构门诊病人总体满意率为92.73%,但对门诊诊疗等候时间的满意率最低(75.41%)。门诊病人在医院的逗留时间越长,总体满意率越低。结论 :上海市公立医疗机构门诊病人总体满意率较高,但需要进一步减少门诊病人逗留时间、提升社区卫生服务中心的医疗服务能力、加强公众宣传和公立医疗机构内部管理等,以提高病人满意度。Objective To analyze outpatient satisfaction rate and its influencing factors in public medical institutions in Shanghai,so as to provide reference for improving the quality of health care. Methods ：A questionnaire survey on outpatient services in 65 public medical institutions in Shanghai was conducted from July to August of 2016. Differences in satisfaction rates among different groups were analyzed by Chi-squared test. The influencing factors of out-patient satisfaction rates were analyzed by multilevel logistic model. Results：The overall satisfaction rate of outpatients in public medical institutions was 92.73%,while the satisfaction rate of waiting time was the lowest（75.41%）. The longer the outpatient stay,the lower the satisfaction rate. Conclusion ：The outpatients are quite satisfied with medical care services in public medical institutions in Shanghai. It is suggested that the waiting time during outpatient services be further reduced,the capability of community healthcare centers be enhanced,and the publicity as well as internal management of public medical institutions be strengthened,so as to improve the patient satisfaction.

关 键 词：公立医疗机构 病人满意率 影响因素 

分 类 号：R197.3[医药卫生—卫生事业管理] R197.5[医药卫生—公共卫生与预防医学]