深圳市某妇幼保健院门诊患者满意度状况及其影响因素  

Status and Influencing Factors of Outpatient Satisfaction of a Maternal and Child Health Care Hospital in Shenzhen

作　　者：阎园 刘庆 贾晶晶 张翔[2,3] YAN Yuan(Shenzhen Maternal and Child Health Care Hospital,Party Office of Shenzhen Maternal and Child Health Care Hospital Affiliated to Southern Medical University,Shenzhen,Guangdong,518028,China)

机构地区：[1]深圳市妇幼保健院,南方医科大学附属深圳妇幼保健院党办,广东深圳518028 [2]华中科技大学同济医学院医药卫生管理学院,湖北武汉430030 [3]湖北省人文社科重点研究基地农村健康服务研究中心,湖北武汉430030

出　　处：《医学与社会》2024年第5期32-39,共8页Medicine and Society

基　　金：国家自然科学基金资助项目,编号为72074084。

摘　　要：目的:分析深圳市某妇幼保健院门诊患者满意度状况及其影响因素,为改善妇幼保健机构患者就医体验提供参考。方法:数据来源于深圳市某妇幼保健院于2018-2022年开展的“门诊患者满意度第三方调查评估”项目,共纳入问卷7060份。构建XGBoost机器学习模型和IPA模型探索门诊患者满意度的影响因素。结果:门诊患者总体满意度均分为(4.34±0.60),单因素分析显示性别、就诊类型、年龄、文化程度和就诊科室对患者满意度的影响显著(P<0.05)。医生诊疗技术重要性排在首位(Gain值为0.180),性别重要性最低(Gain值为0.003)。门诊患者满意度受医护维度因素和环境维度因素影响大,受患者个人特征因素影响小。辅助医技服务和挂号等候时间是重点改进指标。结论:深圳市某妇幼保健院门诊患者满意度较高,但仍有提升空间。医生诊疗技术是患者就医的核心诉求,就医环境是患者满意度的重要影响因素,应加强就医环境人文关怀和卫生基础服务,重点关注医疗服务质量,优化就医流程和辅助医技科室工作效率。Objective:To analyze the outpatient satisfaction status and influencing factors of a maternal and child health care hospital in Shenzhen,and to provide reference for improving the medical experience of patients in maternal and child health care institutions.Methods:The data of this study came from the"outpatient patient satisfaction third-party survey and evaluation"project carried out by a maternal and child health care hospital in Shenzhen from 2018 to 2022,and a total of 7060 questionnaires were collected.XGBoost machine learning model and IPA model were constructed to explore the influencing factors of outpatient satisfaction.Results:The average overall satisfaction score of outpatients was(4.34±0.60).The single factor analysis showed that gender,type of treatment,age,education level and department of treatment had significant impacts on patient satisfaction(P<0.05).The importance of doctor's diagnosis and treatment technology ranked first(Gain value was 0.180),and gender was the least important factor(Gain value was 0.003).Outpatient satisfaction was greatly affected by medical and environmental dimension factors,and was less affected by patient's personal characteristics.Medical technical services and registration waiting time were key improvement indicators.Conclusion:The outpatient satisfaction of a maternal and child health care hospital in Shenzhen is relatively high,but there is still much room for improvement.Doctors'diagnosis and treatment skills are the core demands of patients.The environment is an important factor affecting patient satisfaction.It is recommended to strengthen humanistic care and basic health services in the medical environment,focus on the quality of medical services,and optimize the medical process and the work efficiency of auxiliary medical technology departments.

关 键 词：患者满意度 影响因素 门诊 妇幼保健院 

分 类 号：R-05[医药卫生]