患者满意度调查的个体差异相关分析:基于25所医院数据  

Correlation analysis of individual differences in patient satisfaction survey:based on data from 25 hospitals

作　　者：刘畅[1] 王丹[2] Liu Chang;Wang Dan(Institute of Hospital Management,Applied Economics College,Renmin University of China,Beijing 100872,China;National Academy of Development and Strategy,Management Research Center,Renmin University of China,Beijing 100872,China)

机构地区：[1]中国人民大学医院管理研究中心中国人民大学应用经济学院,北京100872 [2]中国人民大学国家战略与发展研究院医院管理研究中心,北京100872

出　　处：《中华医院管理杂志》2019年第11期957-960,共4页Chinese Journal of Hospital Administration

摘　　要：目的了解不同类型的患者对满意度的感知是否存在差别,以便更加精细地进行满意度测量。方法于2017年7—8月,对25所综合医院的1000名患者进行满意度调查,利用logistic回归方法探究不同个体特征(年龄、性别、受教育程度、支付方式等)对满意度的影响是否具有差异性,并尝试比较其差异性大小,解释其原因。结果在住院患者中,性别变量未通过检验,说明不同性别患者在满意度感受上差异无统计学意义;年龄变量中,与老年患者相比,中年患者更倾向于不满意[P<0.01,且Exp(B)=0.54<1];在受教育程度变量中,与学历高的患者相比,学历较低者更容易对住院服务感到满意[P<0.05,且Exp(B)=1.44>1];在支付方式中,与公费医疗患者相比,个人自费患者、城镇居民医保患者、新型农村合作医疗患者对住院服务不满意的概率更大。结论在测量患者满意度时,应适当考虑患者的个体差异,客观对待满意度测量结果。Objective To find out whether there are differences in different types of patients′perception of satisfaction,so as to measure more precisely.Methods From July to August 2017,1000 patients in 25 general hospitals were investigated for their satisfaction.Logistic regression was used to explore whether different individual characteristics(age,gender,education level,payment method,etc.)had different effects on satisfaction,and try to compare the differences and explain the reasons.Results Among the inpatients,the gender variable failed to pass the test,indicating that there was no statistical significance in the satisfaction of patients of different genders;in the age variable,compared with the elderly patients,the middle-aged patients were more likely to be dissatisfied[P<0.01,and Exp(b)=0.54<1];in the education variable,compared with the patients with higher education,the patients with lower education were more likely to be satisfied with the inpatient service[P<0.05,and Exp(b)=1.44>1];in the payment method,compared with the free medical patients,the out-of-pocket patients,urban residents with medical insurance patients,and new rural cooperative medical patients were more likely to be dissatisfied with the inpatient service.Conclusions In the measurement of patients′satisfaction,we should take the individual differences into account and treat the results objectively.

关 键 词：患者满意度 个体差异 影响因素 相关分析 

分 类 号：R47[医药卫生—护理学]