某三级甲等中医院住院患者出院前后对医院满意度的比较  

A comparative study of inpatients satisfaction before and after discharge from a tertiary hospital of Traditional Chinese Medicine

作　　者：刘芳[1,2] 赵琪[1] 郭然[1] 卿慧玲 程瑶[2] 罗莎[2] 刘远立 LIU Fang;ZHAO Qi;GUO Ran;QING Huiling;CHENG Yao;LUO Sha;LIU Yuanli(School of Health Policy and Management,Chinese Academy of Medical Sciences&Peking Union Medical College,Beijing 100730,China;Dean Office of Hubei Provincial Hospital of TCM,Wuhan 430061,China)

机构地区：[1]中国医学科学院北京协和医学院卫生健康管理政策学院,北京100730 [2]湖北省中医院院长办公室,武汉430061

出　　处：《中国研究型医院》2022年第1期32-35,共4页Chinese Research Hospitals

摘　　要：目的探讨提高三级甲等中医院住院患者在院及出院后满意度的途径。方法采用方便抽样的方式,使用同一调查问卷,通过网络对将出院的住院患者进行调查,出院2周后进行电话回访,了解患者对医院的满意度。参与2次调查的对象共81例。采用李克特5级量表,从业务水平与医院建设、就诊成本、诊疗安全性、诊疗舒适性、诊疗流程方便性5个维度给出(1~5)分的评分,通过加权平均数计算各维度患者满意度情况。定量资料采用xˉ±s表示,对住院经网络问卷调查和电话回访调查总体满意度及不同维度满意度比较采用配对t检验,分类资料(年龄、工作类型、文化水平、婚姻状况、付费方式)采用%表示,两次调查方式的比较采用K个独立样本的秩和检验。结果住院问卷调查和电话回访调查的总体满意度分别为(4.46±0.51)分和(4.85±0.22)分,差异具有统计学意义(t=-6.928,P<0.05);业务水平与医院建设评分分别为(4.69±0.44)、(4.79±0.45)分,(t=-1.703,P=0.093);就诊成本分别为(4.33±0.67)、(4.83±0.38)分,(t=-6.149,P<0.05);诊疗安全性分别为(4.58±0.50)、(4.84±0.41)分,(t=-3.522,P<0.05);诊疗舒适性分别为(4.54±0.52)、(4.84±0.32)分,(t=-4.232,P<0.05);诊疗流程分别为(4.58±0.49)分、(4.97±0.12)分,(t=-7.328,P<0.05)。除业务水平与医院建设维度外,其余各维度电话回访调查结果均高于住院问卷调查结果。电话回访调查与住院问卷调查评分结果的变化在患者年龄、文化水平、婚姻状况和付费方式之间差异无统计学意义(P>0.05),仅在工作类型的分类上差异有统计学意义(χ^(2)=7.464,P<0.05)。结论调查方式可影响患者对医院满意度平分,电话随访的满意度高于网路调查。导致这种差别的原因可能与电话回访调查让患者感受到关心和中医药服务的延伸作用有关。Objective To explore ways to improve inpatient satisfaction in a tertiary hospital of traditional Chinese medicine(TCM)both in and after discharge.Methods We used the same online questionnaire and convenience sampling for inpatients who would be discharged from the hospital.Two weeks after discharge,we used the telephone call back to find out the patient's satisfaction with the hospital.A total of 81 patients participated in both surveys.A 5-level Likert scale was used to give scores from 1-5 on five dimensions:operational level and hospital construction,visit cost,safety of treatment,comfort of treatment,and convenience of the treatment process,and patient satisfaction was calculated by weighted average for each dimension.Quantitative data were expressed as xˉ±s,and paired t-test was used to compare overall satisfaction and different dimension satisfaction between the online inpatient questionnaire and telephone return survey.Categorical data(age,job type,education level,marital status,payment method)were expressed as%,rank-sum tests of K independent samples compared the two survey methods.Results The overall satisfaction of the inpatient questionnaire survey and the telephone call back survey were(4.46±0.51)and(4.85±0.22),and the difference was statistically significant(t=-6.928,P<0.05);the operational level and hospital construction scores were(4.69±0.44)and(4.79±0.45),(t=-1.703,P=0.093);and the cost of the visit was(4.33±0.67)and(4.83±0.38),(t=-6.149,P<0.05);the consultation safety was(4.58±0.50)and(4.84±0.41),(t=-3.522,P<0.05);the consultation comfort was(4.54±0.52)and(4.84±0.32),(t=-4.232 P<0.05),and the consultation flow was(4.58±0.49),(4.97±0.12),(t=-7.328 P<0.05).Except for operational level and hospital construction dimensions,the telephone call back survey results were higher than the results of the inpatient questionnaire in all dimensions.There was no statistical difference between the patient's age,education level,marital status,and payment method(P>0.05),and only in the classification

关 键 词：病人满意度 医院 中医 问卷调查 电话回访 

分 类 号：R197.323[医药卫生—卫生事业管理]