2019年我国公立医院患者满意度调查  

Investigation of Patient Satisfaction in Public Hospitals in China in 2019

作　　者：孙彩霞 张竞由 郭俊丽 沈爱昕 翟晓辉 褚湜婧 SUN Caixia;ZHANG Jingyou;GUO Junli(National Center for Medical Service Administration,National Health Commission,Beijing,100810,China;不详)

机构地区：[1]国家卫生健康委员会医疗管理服务指导中心,北京100810 [2]北京大学马克思主义学院,北京100871 [3]中国移动通信集团北京有限公司,北京100010 [4]国家卫生健康委员会医疗管理服务指导中心质量评价处,北京100810

出　　处：《中国卫生质量管理》2022年第5期48-52,共5页Chinese Health Quality Management

摘　　要：目的调查我国公立医院患者满意度情况,为提高医院医疗服务质量提供依据。方法以微信为载体,调查2019年1月1日-12月31日全国二级及以上公立医院门诊和住院患者满意度。采用得分描述数据结果。结果共调查了7145家二级及以上公立医院,共采集门诊患者有效样本262.10万份,住院患者有效样本276.21万份。门诊患者总满意度得分为84.69分,对“护士沟通”和“医生沟通”满意度相对较高,对“环境与标识”满意度最低;住院患者总满意度得分为90.18分,对“对亲友态度”“医务人员回应”“医生沟通”和“护士沟通”满意度相对较高,对“餐饮服务”满意度最低。不同地区、等级、类型医院患者满意度存在差异。结论我国公立医院患者总满意度较高,人文关怀得到加强。但后勤服务能力需进一步提升,妇幼保健院需进一步加强患者疼痛管理。Objective To investigate the satisfaction of patients in public hospitals in China,and to provide evidence for improving hospital medical service quality.Methods Using WeChat as the carrier,the satisfaction of out patients and inpatients in secondary and above public hospitals from January 1 to December 31,2019 were investigated.Scores were used to describe the data results.Results A total of 7145 secondary and above public hospitals participated in the survey.A total of 2.6210 million valid samples were collected from outpatients and 2.7621 million valid samples from in-patients.The overall satisfaction score of outpatients was 84.69,the satisfaction of"nurse communication"and"doctor communication"was relatively high,and the satisfaction of"environment and sign"was the lowest.The overall satisfac-tion score of inpatients was 90.18,and the satisfaction of"attitude towards relatives and friends","response of medical staff","communication between doctors"and"communication between nurses"was relatively high,and the satisfaction of"catering service"was the lowest.There were differences in patient satisfaction among hospitals of different regions,grades and types.Conclusion The overall satisfaction of patients in public hospitals in China was higher and human-istic care had been strengthened.However,the logistic service capacity needed to be further improved,and the maternal and child health hospital needed to further strengthen the pain management of patients.

关 键 词：公立医院 门诊患者 住院患者 满意度 服务质量 

分 类 号：R197.323[医药卫生—卫生事业管理]