基于满意度视角的患者就医体验关键因素分析  

Analysis on key drivers of patients′ medical experience from the perspective of satisfaction

作　　者：宋海燕 左旭[1] 崔成森 孙新月 孟开[1] SONG Haiyan;ZUO Xu;CUI Chengsen;SUN Xinyue;MENG Kai(School of Health Management and Education,Capital Medical University,Beijing 100069,China)

机构地区：[1]首都医科大学卫生管理与教育学院,北京100069

出　　处：《中国医药导报》2019年第5期42-46,共5页China Medical Herald

基　　金：北京市社会科学基金项目(17SRB005)

摘　　要：目的分析医院患者满意度的关键驱动因素,为提升患者就医体验提供科学依据。方法自行编制满意度调查问卷,在2018年7月采用简单随机抽样法对某医院的518例患者进行问卷调查,使用重要性矩阵分析方法,明确患者满意度的关键驱动因素。结果该医院在"护士技术操作"和"护士服务态度"这两个条目处于优势,处于劣势的是"就诊流程顺畅""收费合理性""后勤服务""就诊或住院环境""设施设备种类与数量"与"医生诊疗水平"。结论处于劣势的这6个条目对满意度的影响较大,且满意度得分较低,是患者满意度的关键驱动因素,因此今后的改革应集中在进一步优化就诊流程,提高医生诊疗水平,改革后勤服务以及加强医院设施、环境建设。Objective To analyze key drivers of patient′s satisfaction for providing scientific basis for the improvement of the patients′medical experience.Methods A self-developed questionnaire was used and convenience sampling method was applied to conduct a satisfaction survey on 518 patients in a hospital in July 2018.The importance matrix analysis method was used to identify the key drivers of patient′s satisfaction.Results The hospital had advantages in terms of"nurse technical operation"and"nurse service attitude".The disadvantages were"the smooth of medical process","the reasonableness of medical charges""logistics services""visiting or inpatient environment""the type and quantity of hospital facilities and equipment"and"the level of doctors′treatment".Conclusion These six items at a disadvantage have a greater impact on satisfaction and a lower satisfaction score,which are the key drivers of patient′s satisfaction.Therefore,future reforms should focus on further optimizing the clinic process,improving the doctors′clinic levels,reforming logistics services,and strengthening hospital facilities and environmental construction.

关 键 词：就医体验 患者满意度 重要性矩阵分析 关键驱动因素 

分 类 号：R197.3[医药卫生—卫生事业管理]