十堰市某三甲医院门诊患者满意度调查  

Research of Outpatients’ Satisfaction of a Third-Grade Class-A Hospital in Shiyan City

作　　者：邵艳[1] 柯攀 姜峰波 陈雪琴 刘冰[2] Shao Yan(Outpatient Department of Shiyan Taihe Hospital, Shiyan, 442000)

机构地区：[1]十堰市太和医院门诊部,十堰442000 [2]湖北医药学院卫生管理与卫生事业发展研究中心,十堰442000

出　　处：《医学与社会》2019年第3期83-86,共4页Medicine and Society

基　　金：国家自然科学基金资助;编号为71774049

摘　　要：目的:调查门诊患者满意度,了解患者就医感受,促进医院品质提升。方法:收集患者满意度数据,用SPSS22.0软件进行数据分析。结果:门诊患者总体满意度得分为(74.45SymbolqB@10.24)分,男性的满意度比女性高(t=2.682,P=0.009)。满意度评价由高到低依次为本地医保、异地医保、公费、自费(F=3.004,P=0.003);门诊患者总体满意度相对较高的指标是导诊服务态度、医生服务态度、收费处服务态度,满意度较低的指标是治疗费用、隐私保护、检验科服务态度。多元线性回归分析显示,影响门诊患者满意度的主要因素是治疗费用、隐私保护和药房服务态度。结论:医院管理部门应针对满意度较低的指标采取措施,优化医疗服务,满足患者需要。Objective: To investigate the outpatients’ satisfaction and understand the patients’ medical experience so as to promote the quality of the hospital. Methods: The patients’ satisfaction data was collected and the data was analyzed using SPSS22.0. Results: The outpatients overall satisfaction score was (74.45±10.24). Males have a higher overall rating than females ( t=2.682, P =0.009). The satisfaction evaluation from high to low was local medical insurance, medical insurance, public expense and self expense ( F=3.004, P =0.003). The indicators with relatively high overall satisfaction of outpatients were “guided service attitude”,“doctor service attitude”,“charged service attitude”. The lower satisfaction indicators were "treatment cost","privacy protection" and "service attitude of laboratory". Multivariate linear regression analysis showed that the main factors influencing outpatients’ satisfaction were treatment costs, privacy protection and pharmacy service attitude. Conclusion: The hospital management department should optimize medical services to meet the needs of patients with lower satisfaction indicators.

关 键 词：三甲医院 患者满意度 

分 类 号：R19-0[医药卫生—卫生事业管理]