地市级城市医院服务质量及其对住院患者满意度的影响研究  

Research on Hospital Service Quality of Prefecture-level City and its Effect on Patient Satisfaction

作　　者：赵浴光[1] 李晓璇 崔莹 邱永强 ZHAO Yu-guang;LI Xiao-xuan;CUI Ying(School of Public Health,Qiqihar Medical University,Qiqihar,Heilongjiang,161006,China;不详)

机构地区：[1]齐齐哈尔医学院公共卫生学院,黑龙江齐齐哈尔161006 [2]齐齐哈尔市富拉尔基区疾病预防控制中心

出　　处：《中国医院管理》2020年第7期60-62,共3页Chinese Hospital Management

基　　金：齐齐哈尔市科技局软科学项目(RKX-201717)。

摘　　要：目的调查地市级城市公立医院的医疗技术水平、医德医风、就诊流程、医院环境现状,探讨医疗服务质量与患者就医满意度间关系。方法运用横断面问卷调查收集数据,最终有430份得到回收,回收率为95.56%。结果地市级城市患者感知医疗服务质量整体水平降低,医疗技术与医德医风是影响他们整体满意度的重要因素。结论地市级城市医院应该将医院管理重心投入到关注提升技术质量核心上,建立一套兼顾非技术质量的多元质量评价与管理体系。Objective To investigate the status of medical technical level,medical ethics,medical treatment process and hospital environment,in order to explore the relationship between of the quality of medical service and patient satisfaction with medical treatment. Methods The cross-sectional data were collected by questionnaire,and finally 430 samples were collected. The response rate was 95.56%. Results The overall level of medical service quality was not high. Medical technology and medical ethics important factor affected their overall satisfaction. Conclusion Prefecture-level city hospitals should focus on the core of paying attention to improving technical quality to establish a multivariate quality evaluation and management system with non-technical quality at the same time.

关 键 词：地市级城市 医院服务质量 满意度 多元线性分析 

分 类 号：R197.3[医药卫生—卫生事业管理]