浙江省省级公立医院门诊患者自我感知满意度的影响因素研究  被引量:4

Study on the influencing factors of self-perceived satisfaction of outpatients in public hospitals: based on the survey of Zhejiang provincial hospitals in China

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作  者:李成程 张泽洪 孟雪晖[1] 文秋林[1] LI Cheng-cheng;ZHANG Ze-hong;MENG Xue-hui;WEN Qiu-lin(College of Humanities and Social Sciences,Guangxi Medical University,Guangxi,Nanning 530021,China)

机构地区:[1]广西医科大学人文与社会科学学院

出  处:《现代预防医学》2020年第4期760-764,共5页Modern Preventive Medicine

基  金:国家社会科学基金项目:基于双边关系的医患信任违背与修复机制研究(16BGL182)

摘  要:目的旨在探索公立医院门诊患者自我感知满意度现状及影响因素,为公立医院提升患者满意度,改善服务质量提供科学参考。方法采用自行设计的调查问卷对浙江省16家省级公立医院的6477名门诊患者进行问卷调查。在对门诊患者满意度现状数据分析的基础上,将患者的社会人口学和医疗机构服务质量两大类因素分别进行单因素和两分类logistic回归分析,进一步筛选患者满意度的影响因素及影响程度大小。结果所调查的6477例门诊患者满意率为91.14%,影响满意率的因素有性别OR=1.22(1.02~1.45)、收入OR=0.60(0.43,0.84)、自助系统便捷性OR=0.70(0.56,0.89)、收费透明性OR=0.71(0.55,0.91)、治疗中医生治疗态度OR=0.70(0.53,0.91)、检查化验项目合理性OR=0.74(0.56,0.99)、门诊治疗效果自我感知OR=0.68(0.50,0.93)、化验取单取药便捷程度OR=0.59(0.47,0.74)以及环境整体卫生及舒适度OR=0.42(0.33,0.54)。结论浙江省省级医院门诊患者满意度较高,医院应当继续改善信息化便民服务设施、建立公众监督平台、提高收费透明度、优化就诊流程、改善医疗服务环境,逐步提升患者满意度。Objective The purpose of this study was to explore the status quo and influencing factors of self-perceived satisfaction of outpatients in public hospitals,so as to provide scientific reference for public hospitals to improve patient satisfaction and service quality.Methods A self-designed questionnaire was used to investigate 6477 outpatients from 16 provincial public hospitals in Zhejiang Province.On the basis of the data analysis of outpatients^satisfaction status,the social demography of patients and the service quality of medical institutions were analyzed by logistic regression analysis of single factor and two categories,and the influencing factors and degree of patients'satisfaction were further screened.Results The satisfaction rate of 6477 outpatients investigated was 91.14%.The factors influencing the satisfaction rate were gender 0R=1.22(1.02-1.45),income OR=0.60(0.43,0.84),self-service system convenience OR=0.70(0.56,0.89),charge transparency 07?=0.71(0.55,0.91),treatment attitude OR=0.70(0.53,0.91),rationality of assay items OR=0.74(0.56,0.99),self-perception of outpatient treatment effect OR=0.68(0.50,0.93),convenience of obtaining laboratory sheets and medicine OR=0.59(0.47,0.74),and overall environmental health and comfort OR=0.42(0.33,0.54).Conclusion The outpatient satisfaction of provincial hospitals in Zhejiang Province is high.Hospitals should continue to improve the information-based convenient service facilities,establish a public supervision platform,improve the transparency of charges,optimize the medical treatment process,improve the medical service environment,and gradually improve patient satisfaction.

关 键 词:公立医院 门诊患者 患者感知满意度 影响因素 

分 类 号:R197[医药卫生—卫生事业管理]

 

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