某综合性三甲医院高端医疗服务门诊患者忠诚度及影响因素  

Outpatient loyalty and its influential factors with high-end medical services in a comprehensive grade-A tertiary hospital

作　　者：张伟[1,2] 倪平[1,2] 王锦泓[1,2] 邓峥 张洁[1,2] ZHANG Wei;NI Ping;WANG Jinhong;DENG Zheng;ZHANG Jie(Hospital Comprehensive Evaluation Center,Xiangya Hospital,Central South University,Changsha 410008;Hospital Administration Institute,Central South University,Changsha 410078;Integrated Department,Hunan Chest Hospital,Changsha 410013,China)

机构地区：[1]中南大学湘雅医院医院综合评价中心,长沙410008 [2]中南大学医院管理研究所,长沙410078 [3]湖南省胸科医院综合科,长沙410013

出　　处：《中南大学学报（医学版）》2019年第12期1406-1412,共7页Journal of Central South University ：Medical Science

基　　金：中南大学湘雅医院管理研究基金(2017GL18)~~

摘　　要：目的:评价某综合性三甲医院高端医疗服务门诊患者忠诚度及其影响因素。方法:针对2017年7月至2018年6月期间在某综合性三甲医院国际医疗部就诊的3 196名门诊患者,利用自行设计的忠诚度调查问卷(Cronbach’s α系数为0.893),委托第三方机构进行调查,收集有效问卷1 883份。采用χ~2检验和后退法logistic逐步回归模型对患者忠诚度的影响因素进行分析。结果:高端医疗服务门诊患者忠诚度为95.8%,门诊服务各环节的满意度均在94%以上。调整性别、年龄等因素后,保护因素为诊疗效果(OR=5.45,P<0.001)、责任护士服务水平(OR=3.91,P=0.044)、医生沟通解释(OR=2.95,P=0.046)、便民服务(OR=3.04,P=0.038)和近3个月就诊次数(OR=2.11,P=0.008)。结论:某综合性三甲医院高端医疗服务门诊患者的忠诚度较高,显著的诊疗效果、责任护士良好的服务、医生良好的沟通解释、超预期的便民服务及多次就诊与门诊患者高忠诚度相关。Objective:To evaluate the loyalty and its influential factors for outpatients with high-end medical services in a comprehensive grade-A tertiary hospital.Methods:A total of 3 196 outpatients from July 2017 to June 2018,who visited the International Medical Department of a comprehensive grade A tertiary hospital,were investigated by a self-designed loyalty questionnaire.The Cronbach’s alpha coefficient was 0.893.A third-party organization conducted the survey and 1 883 valid questionnaires were collected.Chi-square test and logistic stepwise regression model was used to analyze the influential factors for patients’ loyalty.Results:The loyalty of outpatients with high-end medical services was 95.8%,and the satisfaction of all aspects of outpatient service was more than 94%.After adjusting for sex,age,the protective factors were diagnostic and therapeutic effect (OR=5.45,P<0.001),service level of nurses (OR=3.91,P=0.044),doctors’ skills of communication and explanation (OR=2.95,P=0.046),degree of convenience (OR=3.04,P=0.038) and visits in recent three months (OR=2.11,P=0.008).Conclusion:The loyalty of outpatients with high-end medical services in a comprehensive grade A tertiary hospital is relatively high.Significant diagnostic and therapeutic effect,good service of nurses,good skills of communication and explanation,convenience and multiple visits are related to high loyalty.

关 键 词：高端医疗服务 忠诚度 第三方机构 门诊服务 

分 类 号：R197.3[医药卫生—卫生事业管理]