上海市某区患者及家属医疗服务需求满意度分析  

Analysis of Medical Service Demand and Satisfaction of Patients and Their Families in a District of Shanghai City

作　　者：陆瑛[1] 潘匀 毛宇明[1] 林军[1] 赵加奎[1] Lu Ying;Pan Yun;Mao Yuming;Lin Jun;Zhao Jiakui(Huangpu Center for Disease Control and Prevention,Shanghai 200023,China)

机构地区：[1]上海市黄浦区疾病预防控制中心,上海200023

出　　处：《健康教育与健康促进》2022年第5期467-469,473,共4页Health Education and Health Promotion

基　　金：上海市黄浦区科委科研项目(HKM201824);上海市黄浦区公共卫生菁英人才培养项目(2021JY03)。

摘　　要：目的了解上海市某区公立医疗机构就诊患者及家属的医疗服务需求以及对医疗服务的满意度,为相关部门制定政策提供参考。方法采用多阶段单纯随机抽样的方法,在上海市某区的一、二、三级公立医疗机构中随机抽取878名患者或家属进行问卷调查。结果调查对象中有12.9%自感健康状况很好,35.4%自感较好,45.6%自感一般,6.2%自感较差;存在的主要健康问题包括运动系统问题(34.9%)、神经系统问题(21.4%)和消化系统问题(20.2%)。调查对象对医疗机构服务的满意度为93.8%;认为存在的主要问题包括等候时间长(72.7%)、医疗费用高(38.8%)和指示牌不明确(11.3%)。调查对象最希望获得的医疗服务包括定期体检(72.9%)、简单的保健服务(29.7%)、定期上门健康咨询和指导(29.6%)。结论公立医疗机构患者的满意度处于较高水平。健全分级诊疗制度、完善预约就诊服务、优化诊疗流程等措施可以提高患者满意度。Objective To understand the medical service demand and satisfaction of patients and their families in the public medical institution in a District of Shanghai City,and to provide the reference for relevant departments to formulate policies.Methods Using the method of multi-stage random sampling,878 patients or their family members were randomly selected with a questionnaire survey.Results Among the respondents,12.9%felt that their health status was very good,35.4%felt good,45.6%felt common,and 6.2%felt poor;the main health problems included motor system problems(34.9%),nervous system problems(21.4%),and digestive system problems(20.2%).The respondents’satisfaction with the services of medical institutions was 93.8%;they thought that the main problems included long waiting time(72.7%),high medical expenses(38.8%),and unclear signs(11.3%).The medical services that respondents most want included regular physical examination(72.9%),simple health care services(29.7%),and regular home health consultation and guidance(29.6%).Conclusion The satisfaction of patients in public medical institutions is at a high level.Measures such as improving the hierarchical diagnosis and treatment system,improving the appointment service,and optimizing the diagnosis and treatment process can improve patient satisfaction.

关 键 词：公立医疗机构 医疗服务 需求 满意度 

分 类 号：R197.1[医药卫生—卫生事业管理]