2013~2018年南通市住院患者满意度第三方调查结果分析  

Analysis of the results of third-party survey on satisfaction of inpatients in Nantong city from 2013 to 2018

作　　者：陈欢欢[1] 葛锋[1] CHEN Huanhuan;GE Feng(Party Committee Office,Nantong Third People's Hospital in Jiangsu Province,Nantong226007,China)

机构地区：[1]江苏省南通市第三人民医院党委办公室,江苏南通226007

出　　处：《中国现代医生》2020年第21期1-5,F0003,共6页China Modern Doctor

摘　　要：目的对2013~2018年南通市住院患者满意度第三方调查结果进行分析,了解医院服务情况,促进医院改进管理。方法通过住院患者第三方满意度电话回访调查表,对2013~2018年南通市25所医院开展量表涉及的评价项目调查,通过描述性分析、Pearson相关分析法、单因素方法分析相结合进行统计分析。结果量表结果具有良好的信度与效度,各年份的Cronbach'sα系数均在0.8以上、历年效度分析中KMO均大于0.7,Bartlett检验对应的显著性均小于0.01;总体满意度与年份相关系数均在0.95左右,表明历年总体满意度提升,差值与年份相关系数为-0.979,表明满意度差值变小;从均值看,12个封闭式条目变化总体提升。结论25所医院总体满意度水平持续上升、相互间差距逐步缩小,第三方回访各项条目满意度持续提升;满意度是真实反映患者就医情况的关注点。推进以人为本的服务理念,重视第三方调查结果的落实整改是提高患者满意度的重要手段之一。Objective To analyze the results of third-party survey on the satisfaction of inpatients in Nantong city from 2013 to 2018 to understand the hospital service situation and promote the improvement of hospital management.Methods Through the telephone return visit questionnaire on the satisfaction of inpatients,the evaluation items involved in the questionnaire were investigated in 25 hospitals in Nantong from 2013 to 2018,and the statistical analysis was conducted by descriptive analysis,pearson correlation analysis and single factor analysis.Results The results of the scale had good reliability and validity.Cronbach'sαcoefficient was above 0.8 in each year.KMO was above 0.7 in the validity analysis over the years.The corresponding significance of Bartlett test was below 0.01.The correlation coefficient between the overall satisfaction and the year was about 0.95,indicating that the overall satisfaction had increased over years,and the correlation coefficient between the difference and the year was-0.979,indicating that the difference in satisfaction had decreased.Judging from the average value,the changes of 12 closed items had generally improved.Conclusion The overall satisfaction level of 25 hospitals continues to rise and the gap between them gradually narrows,and the satisfaction of third-party return visit with various items keeps increasing.Satisfaction is the focus that truly reflects the patient’s medical treatment,which is conducive to promoting the service concept of people-oriented.Attaching importance to the implementation and rectification of third-party survey results is one of the important means to improve patients'satisfaction.

关 键 词：住院患者 满意度 回访 整改 

分 类 号：R197.3[医药卫生—卫生事业管理]