基于ECSI模型的医疗服务满意度评价研究——以S市公立医院为例  

Research on medical service satisfaction evaluation based on ECSI model——taking the S city public hospital as an example

作　　者：陈丽敏 刘春玲 谢昕彤 曾丽珠 韩结谊 朱成晓 谢昭仪 吴伟珍 CHEN Limin;LIU Chunling;XIE Xintong;ZENG Lizhu;HAN Jieyi;ZHU Chengxiao;XIE Zhaoyi;WU Weizhen(The Third Affiliated Hospital of Guangzhou Medical University,Guangzhou 510150,China;School of Nursing,Guangzhou Medical University,Guangzhou 510180,China)

机构地区：[1]广州医科大学附属第三医院,广东广州510150 [2]广州医科大学护理学院,广东广州510180

出　　处：《现代医院》2024年第6期831-835,839,共6页Modern Hospitals

摘　　要：目的 深入分析公立医院在医疗服务满意度方面存在的问题,构造更具适用性和解释能力的医疗服务满意度评价模型,为患者医疗服务满意度提升路径提供参考。方法 基于ESCI模型,提出研究假设,编制《S市公立医院医疗服务满意度评价量表》,选择S市公立医院为研究对象,从患者角度对其展开医疗服务满意度评价。结果 目前影响S市公立医院患者医疗服务管理满意度提升的问题主要为:硬件质量方面亟需提升诊疗技术,同时需要优化公立医院的环境卫生;软件质量方面缩短就医候时是眉睫要务。S市公立医院医疗服务满意度评价得分为3.76,S市公立医院患者对其医疗服务满意度处于中等偏低水平。结论 针对上述问题,建议从强化重点专科建设、强化人才队伍建设、优化就诊流程、开放数字化联动服务、强化服务管理等方面进行改革,以推动患者医疗服务满意度进行提升。Objective To deeply analyze the problems of public hospitals in medical service satisfaction,construct a more applicable and explanatory service satisfaction evaluation model,and provide reference for the improvement path of patients’medical service satisfaction.Methods Based on the ESCI model,this paper puts forward a research hypothesis,compiles the“Medical Service Satisfaction Evaluation Scale of Public Hospitals in S City”,selects S public hospitals as the research object,and evaluates medical service satisfaction from the perspective of patients.Results At present,the main problems affecting the improvement of patients’satisfaction with medical service management in public hospitals in S city are as follows:it is urgent to improve the diagnosis and treatment technology in terms of hardware quality and optimize the environmental hygiene of public hospitals,and it is an urgent task to shorten the waiting time for medical treatment in software quality.The score of medical service satisfaction evaluation of S public hospitals was 3.76,and the satisfaction of patients in S public hospitals with their medical services was at a moderately low level.Conclusion In view of the above problems,it is recommended to strengthen the construction of key specialties,strengthen the construction of talent team,optimize the medical process,open digital linkage services,and strengthen service management,so as to promote the improvement of patients’satisfaction with medical services.

关 键 词：ECSI模型 医疗服务 满意度评价 患者期望 公立医院 

分 类 号：R197.3[医药卫生—卫生事业管理]