公立医院患者体验测评指标制订及信效度评价  

Establishment of Evaluation Indexes and Reliability and Validity of Patient Experience and Satisfaction in Public Hospitals

作　　者：刘敏舜 吴志华[1] 刘瑾[1] 郭怡[1] 卢智[1] LIU Min-shun;WU Zhi-hua;LIU Jin;GUO Yi;LU Zhi(Southern Medical University Nanfang Hospital,Guangzhou 510515,China)

机构地区：[1]南方医科大学南方医院

出　　处：《价值工程》2019年第35期233-235,共3页Value Engineering

基　　金：创建文明医院视角下门诊患者体验测量模型研究

摘　　要：本工作设计了一套公立医院门诊和住院患者体验和满意度的评价指标和调查问卷,并在某公立医院进行抽样调查和验证分析。结果表明,这两种患者体验和满意度调查问卷总体Cronbach'sα系数分别为0.954和0.906,内部一致性均较高;相关分析也显示,门诊和住院患者对医院的整体评价和推荐度与医务人员服务态度、技术水平、沟通效果、医院环境设施、医疗费用等八项指标存在较强的正相关;Kaiser-Meyer-Olkin(KMO)抽样适度检验KMO=0.910,Bartlett's球形检验结果具有统计学意义(χ^2=1900.91,p<0.001),适宜进行因子分析。因此,它可作为公立医院患者体验和满意度的有效测评工具。In this work,a set of evaluation indexes and questionnaires for the experience and satisfaction of outpatients and inpatients in public hospitals were designed,and a sample survey and a verification analysis were carried out in a public hospital.The results showed that the overall Cronbach'sαcoefficients of the two questionnaires were 0.954 and 0.906,respectively,and the internal consistency was high.The correlation analysis also showed that there was a strong positive correlation among the overall evaluation and recommendation of outpatients and inpatients and eight indexes,such as service attitude,technical level,communication effect,hospital environmental facilities,medical expenses and so on.The results of KMO=0.910,Bartlett's spherical test by Kaiser-Meyer-Olkin(KMO)sampling were statistically significant(χ^2=1900.91,p<0.001).It was suitable for factor analysis.Therefore,it can be used as an effective tool to evaluate the experience and satisfaction of patients in public hospitals.

关 键 词：患者体验和满意度 测评指标 评价 

分 类 号：R197.3[医药卫生—卫生事业管理]