南通市某三级甲等医院住院患者满意度影响因素研究  

Study on the factors affecting the Third party satisfaction of inpatients in a certain Grade-A Tertiary Hospital in Nantong

作　　者：姜荣勤 施建红[1] 季建峰[2] 何涛[1] 马红霞[2] Jiang Rongqin;Shi Jianhong;Ji Jianfeng;He Tao;Ma Hongxia(Administrative Office,Nantong First People’s Hospital,Nantong Jiangsu 226000;Medical Department,Nantong First People’s Hospital,Nantong Jiangsu 226000)

机构地区：[1]南通市第一人民医院行政办公室,江苏南通226000 [2]南通市第一人民医院医务科,江苏南通226000

出　　处：《江苏卫生事业管理》2020年第2期237-239,249,共4页Jiangsu Health System Management

摘　　要：目的:探讨影响住院患者满意度的因素,为进一步提升服务水平提供参考。方法:委托第三方机构,对南通市某三级甲等医院2018年1-12月出院的患者进行电话回访,并对调查结果进行相关分析和多元回归分析。结果:患者对药房服务和护士态度的评价普遍较高,对收费是否放心和伙食标准的评价最低;患者满意度的影响因素主要有护士态度、医生技术、收费是否放心和伙食标准。结论:医生技术水平的提高是提升患者满意度的基础,改善信息不对等是提升患者满意度的核心,非技术服务的提升是提高患者满意度的关键。Objective:To analyze the results of Third party satisfaction survey of inpatients and explore the influencing factors of satisfaction,so as to provide reference for hospital to further improve service level. Methods:A thirdparty organization was entrusted to conduct telephone return visits to patients discharged from a Grade-A Tertiary hospital in Nantong from January to December 2018.Correlation analysis and multiple regression analysis were carried out on the survey results. Results:Patient’s evaluation of pharmacy services and nurses’ attitudes is generally high,low evaluation of doctor technology,the lowest evaluation of whether the charges are assured and the standard of meals.The main influencing factors of patients’ satisfaction include nurseattitude,doctors’ technology,fees and food standards. Conclusion:The improvement of doctors’ technical level is the basis of improving patient satisfaction.Theamelioration of information asymmetry is the core to improve patient satisfaction. The promotion of non-technical services is the key to improving patient satisfaction.

关 键 词：住院患者 第三方满意度 影响因素 

分 类 号：R197[医药卫生—卫生事业管理]