基于就医体验的郑州市三级综合医院住院患者满意度状况及其影响因素  

Status and Influencing Factors of Inpatient Satisfaction of Tertiary General Hospitals in Zhengzhou City Based on Medical Experience

作　　者：张贤[1] 陈静[1] 易景娜 张秋实[1] 张振香[1] ZHANG Xian(School of Nursing and Health,Zhengzhou University,Zhengzhou,Henan,450001,China)

机构地区：[1]郑州大学护理与健康学院,河南郑州450001

出　　处：《医学与社会》2021年第6期18-21,30,共5页Medicine and Society

基　　金：中国科协调研课题,编号为20122CYJl0。

摘　　要：目的:分析三级综合医院住院患者的就医体验、满意度状况及其影响因素,为改进医疗服务质量提供参考。方法:采用住院患者体验量表对郑州市5家三级综合医院的500名住院患者进行调查。结果:共回收438份有效问卷,住院患者就医体验均分为(3.79±0.47),其中服务态度体验(4.16±0.61)和技术质量体验(4.15±0.53)得分较高,情感支持体验(3.43±0.67)和疾病交流体验(3.58±0.66)得分较低;总体满意度得分为(8.50±1.58)。回归分析显示,感知价值、情感支持、环境后勤、疾病交流是住院患者满意度的影响因素,可以解释36.7%的变异量。结论:住院患者就医体验和满意度总体状况较好,情感支持和疾病交流是亟待改善的关键环节。医院在提升医疗服务质量的同时,要重视人文关怀、沟通交流和环境后勤等非技术性因素的完善,促进患者的价值认同,提升住院患者的满意度。Objective:To investigate medical experience,satisfaction status and its influencing factors among inpatients in tertiary general hospitals,so as to provide reference for improving the quality of medical services.Methods:500 hospitalized patients from 5 tertiary general hospitals in Zhengzhou were investigated by using the Inpatient Experience Questionnaire(IPEQ).Results:A total of 438 valid questionnaires were collected,the avergae score of inpatients'medical experience was(3.79±0.47),among all the subscales,the scores of service attitude experience(4.16±0.61)and technical competence experience(4.15±0.53)were higher,while the scores of emotional support experience(3.43±0.67)and disease communication experience(3.58±0.66)were lower.The overall satisfaction score was(8.50±1.58).Regression analysis showed that the perceived value,emotional support,environment and facility,and disease communication were the influencing factors of inpatient satisfaction,which could explain 36.7%of the variance.Conclusion:The overall status of inpatients'medical experience and satisfaction in tertiary general hospitals is good,while emotional support and disease communication are the key elements to be improved.While improving the quality of medical services,hospitals should pay attention to the improvement of non-technical factors such as humanistic care,communication,environment and facility,so as to promote the value identification of patients,and enhance the satisfaction of inpatients.

关 键 词：住院患者 三级综合医院 满意度 就医体验 郑州 

分 类 号：R197.3[医药卫生—卫生事业管理]