上海市综合医院门诊患者就医体验调查与分析  

Investigation and Analysis of Out-patient Medical Experience in Shanghai Comprehensive Hospitals

作　　者：杨明珠[1] 李琳囡 严彩霞[1] 瞿冬 冯皓 柴双 YANG Ming-zhu;LI Lin-nan;YAN Cai-xia;QU Dong;FENG Hao;CHAI Shuang(Shanghai General Hospital,Shanghai 200086,China)

机构地区：[1]上海市第一人民医院,上海市200086

出　　处：《现代医院管理》2022年第1期10-14,共5页Modern Hospital Management

基　　金：2018年上海市红十字会运动研究课题(2018-Z-02);上海市第一人民医院临床研究创新团队项目(CTCCR-2018C01);2020年度松江区科技攻关项目(20SJKJGG373)。

摘　　要：目的调查上海市某综合医院门诊患者就医体验,探讨其影响因素,为提升患者就医获得感提供参考依据。方法利用便利取样法,采用自行编制的调查量表对上海市综合医院门诊患者进行调查。结果671例门诊患者参与调查,就医体验总分(197.10±31.60)分,总体评价总分(23.14±6.03)分,处于中等偏上水平。多因素分析显示,家庭月收入和医疗信息等体验为患者就医总体评价的主要影响因素。结论上海某综合医院患者门诊就诊体验处于中等水平,在可及性与环境和医疗信息等方面亟待提升,管理部门应从相关影响因素入手,采取有效措施,不断提高医院整体服务水平。Objective:To investigate the medical experience of outpatients in a comprehensive hospital in Shanghai and explore the influencing factors,so as to provide reference for improving patients’sense of medical access.Method:The convenient sampling method was used with a self-developed survey scale.Result:671 outpatients participated in the survey.The total score of medical experience was(197.10±31.60),and the total score of evaluation was(23.14±6.03),which was above the average level.Multi-factor analysis showed that family monthly income,medical information and other experiences were the main factors influencing the overall evaluation of patients’medical treatment.Conclusion:The outpatient experience of patients in a comprehensive hospital in Shanghai is at a medium level,which needs to be improved in the aspects of accessibility,environment and medical information.The management department should start with the relevant factors and take effective measures to continuously improve the overall service level of the hospital.

关 键 词：综合医院 门诊患者 就诊体验 调查与分析 

分 类 号：R197[医药卫生—卫生事业管理]