某三甲医院心电图检查中患者满意度调查与提升策略研究  

Investigation of Patient Satisfaction Degree with ECG Examination in a Tertiary A Hospital and Its Improvement Strategy

作　　者：袁炜[1] 王馨笛 刘盈盈[1] 贠艳宁 赵瀚森 邢娟丽[3] YUAN Wei;WANG Xindi;LIU Yingying;YUN Yanning;ZHAO Hansen;XING Juanli(Department of Cardiovascular Medicine,the First Affiliated Hospital of Xi'an Jiaotong University,Xi'an 710061,China;Xi'an Jiaotong University Health Science Center,Xi'an 710061,China;Department of Otolaryngology Head and Neck Surgery,The First Affiliated Hospital of Xi'an Jiaotong University,Xi'an 710061,China)

机构地区：[1]西安交通大学第一附属医院心血管内科,陕西西安710061 [2]西安交通大学医学部,陕西西安710061 [3]西安交通大学第一附属医院耳鼻咽喉头颈外科,陕西西安710061

出　　处：《中国医学伦理学》2023年第4期462-469,共8页Chinese Medical Ethics

基　　金：陕西省重点研发计划“BMSC过表达IDO在预防异体心脏移植免疫排斥反应中的应用研究”(2022SF-170);国家自然科学基金委员会青年科学基金项目“SOCS3通过JAK2/STAT3通路调控巨噬细胞极化参与心肌炎向扩张型心肌病的演变”(8210021403)。

摘　　要：为了提升患者对医院整体满意度、构建和谐的医患关系,对某三甲医院心电图检查中患者满意度开展调查,并从检查环境、检查流程、检查时的体验及总体满意情况等方面进行分析,采用Logistic回归模型分析各变量对满意度的影响。研究发现,患者对心电图检查的总体满意度为85.18%,低于门诊患者满意度水平;不同特征患者对心电图检查满意程度不同,周一和周三患者满意度低于其他检查日,每天上午10点到下午14点时段患者满意度低,等待时间越长,患者对检查满意度越低。基于研究结果,医院应加强人文软环境建设,改善就诊环境;科学规划心电图检查就诊流程;进一步加强医患沟通;心电图室应该进一步提升管理水平、加强文化建设。To improve overall satisfaction of patients with the hospital and build a harmonious doctor-patient relationship,a survey on satisfaction of patients with ECG examination was conducted in a tertiary A hospital.The analysis was carried out from the aspects of inspection environment,inspection process,inspection experience and overall satisfaction.Logistic regression model was used to analyze the effect of various variables on satisfaction.This paper found that the overall satisfaction rate of patients with ECG examination was 85.18%,lower than that of outpatients.Patients with different characteristics had different satisfaction degree with ECG examination.Patient satisfaction was lower on Mondays and Wednesdays than that on other inspection days,and was lower between 10 a.m.and 14 p.m.The longer the waiting time,the lower satisfaction degree of patients with examination.Based on the results,hospitals should improve the construction of humanistic soft environment to improve the medical environment,scientifically plan the medical treatment process of ECG examination,and further strengthen doctor-patient communication.The ECG room should further promote its management level and strengthen its cultural construction.

关 键 词：心电图检查 患者满意度 医患沟通 人文关怀 

分 类 号：R197.32[医药卫生—卫生事业管理]