基于住院患者体验的地市级公立医院服务质量研究  

Study on service quality of prefecture-level public hospital based on inpatient experience

作　　者：陆雅文 王梦圆 缪丽亚[1] 黄晓光[3] 王启晨 LU Ya-wen;WANG Meng-yuan;MIAO Li-ya;HUANG Xiao-guang;WANG Qi-chen(Northern Jiangsu People's Hospital,Yangzhou Jiangsu 225001,China;The First Affiliated Hospital of Nanjing Medical University,Nanjing Jiangsu 210029,China;School of Health Policy and Management,Nanjing Medical University,Nanjing Jiangsu 211166,China)

机构地区：[1]江苏省苏北人民医院,江苏扬州225001 [2]南京医科大学第一附属医院,江苏南京210029 [3]南京医科大学医政学院,江苏南京211166

出　　处：《卫生软科学》2022年第2期56-61,共6页Soft Science of Health

基　　金：扬州市科技计划项目(YZ2020218);江苏省苏北人民医院管理课题(YYGL202009)。

摘　　要：[目的]分析地市级公立医院住院患者在医疗技术、医德医风、服务态度、流程管理、医疗费用、就医环境等方面的就医体验,对地市级公立医疗服务质量进行科学评估,为进一步提高地市级公立医院服务质量提供依据。[方法]从某市域内选取4家公立医院的518名患者进行面对面问卷调查。采用描述性分析方法、Friedman M秩和检验、Pearson相关分析方法了解样本基本情况和住院患者对服务质量的体验评价情况,采用t检验、方差分析、Kruskal-Wallis检验和多元线性回归分析方法探讨影响住院患者总体体验的主要因素。[结果]地市级公立医院住院患者服务质量总体体验得分为(3.36±1.75)分,6个维度体验感得分依次为:医德医风>服务态度>医疗技术>流程管理>医疗费用>就医环境;年龄、职业类别、医生技术水平、杜绝索礼受贿、护士态度和善、合法权益保护、住院费用明白合理、等待入院天数、住院环境安静和住院费用可承受是影响住院患者体验的主要影响因素(P<0.05)。[结论]地市级公立城市住院患者服务质量体验评价处于一般水平,对医德医风的体验感较高,对住院环境和住院费用可承受的体验感较差。总体来说,年龄越大,住院患者体验越低;职业类别、医生技术水平、杜绝索礼受贿、护士态度和善、合法权益保护、住院费用明白合理、等待入院天数、住院环境安静和住院费用可承受是影响住院患者总体体验的正性因素。Objective Analyze the medical experience of inpatients in prefecture-level public hospitals in medical technology,medical ethics,service attitude,process management,medical expenses,medical environment and other aspects,and scientifically evaluate the quality of prefecture-level public medical services so as to provide basis for further improving service quality of prefecture-level public hospital.Methods It selected 518 patients from 4 public hospitals in a city for face-to-face questionnaire survey.It used descriptive analysis,Friedman Mrank sum test and Person correlation analysis to know basic information and inpatient experience and evaluation on service quality.Discussed main factors of influencing inpatient overall experience by t-test,analysis of variance,Kruskal-Wallis check and multiple linear regression analysis method.Results Overall experience score of service quality of inpatients in prefecture-level public hospital was(3.36±1.75),and the experience scores of 6 dimensions were ranked from high to low:medical ethics,service attitude,medical technology,process management,medical expenses and medical environment.Age,occupational category,doctor technical level,stopping demanding bribes,kind nurse attitude,legal rights protection,reasonable hospitalization expenses,waiting days for admission,quiet hospitalization environment and affordable hospitalization expenses were the main factors affecting the experience of inpatients(P<0.05).Conclusions The service quality evaluation of inpatients in prefecture-level public hospital is at average level,with high experience for medical ethics,and poor experience for hospitalization environment and affordable hospitalization expenses.On the whole,the older of the inpatients are the low of the experience;Occupational category,doctor technical level,stopping demanding bribes,kind nurse attitude,legal rights protection,reasonable hospitalization expenses,waiting days for admission,quiet hospitalization environment and affordable hospitalization expenses are positive

关 键 词：地市级公立医院 服务质量 住院患者 就医体验 

分 类 号：R197.3[医药卫生—卫生事业管理]