我国公立医院门诊老年患者就医满意度分析  

Satisfaction analysis of elderly outpatient experience of public hospitals in China

作　　者：孙彩霞 张竞由 郭俊丽 沈爱昕 孙梦 褚湜婧 Sun Caixia;Zhang Jingyou;Guo Junli;Shen Aixin;Sun Meng;Chu Shijing(National Center for Medical Service Administration,Beijing 100810,China;School of Medical Humanities and Social Sciences,School of Marxism,Peking Union Medical College&Chinese Academy of Medical Sciences,Beijing 100730,China;China Mobile Communications Group Beijing Ltd.,Beijing 100010,China;Health News Co.,Ltd.,Beijing 100027,China)

机构地区：[1]国家卫生健康委医疗管理服务指导中心,北京100810 [2]北京协和医学院马克思主义学院人文和社会科学学院,北京100730 [3]中国移动通信集团北京有限公司,北京100010 [4]健康报社,北京100027

出　　处：《中华医院管理杂志》2024年第6期426-430,共5页Chinese Journal of Hospital Administration

摘　　要：目的基于公立医院门诊患者满意度问卷调查,分析老年患者就医满意度,为改善老年患者就医体验提供参考。方法从国家卫生健康委员会满意度调查平台提取2019—2022年全国二级及以上公立医院门诊患者满意度调查问卷,问卷内容包括挂号体验、医生沟通、护士沟通、环境与标识、隐私保护和医务人员回应6个维度和总体满意度;采用问题选项标准化赋值等方法,分析门诊老年患者满意度得分、相对满意度和不满意率,组间比较采用t检验。结果本研究纳入门诊患者满意度调查问卷1009.57万份,其中老年门诊患者问卷为57.63万份。2019—2022年,门诊患者的总体满意度逐年提升,其中老年患者总体满意度得分高于非老年患者,差异有统计学意义(P<0.01);各年度老年患者在护士沟通维度的满意度得分(86.55~91.03分)和相对满意度(1.000)较高,在环境与标识维度的满意度得分(81.05~86.03分)和相对满意度(0.935~0.955)较低。2019年和2022年,老年患者在挂号体验(2.26%、1.91%)和医生沟通(0.80%、0.53%)2个维度的不满意率较高。结论2019—2022年,我国二级及以上公立医院门诊老年患者总体满意度较高,且稳中有升,但有关老年患者就医的环境与标识、文化建设和挂号体验等方面有待进一步改善。Objective To analyze the satisfaction of elderly outpatient experience,based on a satisfaction questionnaire survey of outpatients in public hospitals,for references to improve the medical experience of elderly patients.Methods This study extracted the satisfaction survey questionnaires for outpatients in second level and above public hospitals nationwide from the National Health Commission's satisfaction survey platform from 2019 to 2022.The questionnaire content included six dimensions:registration experience,doctor-patient communication,nurse-patient communication,environment and labeling,privacy protection,and medical staff response,as well as overall satisfaction.The satisfaction,relative satisfaction,and dissatisfaction rates of elderly outpatients were analyzed using standardized assignment of question options,etc;T-test was used for inter group comparison.Results A total of 10.0957 million outpatient satisfaction questionnaires were included in this study,including 0.5763 million questionnaires for elderly outpatients.From 2019 to 2022,the overall satisfaction of outpatients had been increasing year by year,and the overall satisfaction scores of elderly patients were significantly higher than that of non-elderly patients(P<0.01).The satisfaction scores of elderly patients in the nurse communication dimension(86.55 to 91.03 points)and relative satisfaction(1.000)were the higher in each year,while the satisfaction scores in the environment and identification dimension(81.05 to 86.03 points)and relative satisfaction(0.935 to 0.955)were lower.In 2019 and 2022,elderly patients had higher dissatisfaction rates in the two dimensions of registration experience(2.26%,1.91%)and doctor communication(0.80%,0.53%).Conclusions From 2019 to 2022,the overall satisfaction of elderly patients in secondary and above public hospitals in China was relatively higher with a steady increasing tendency.However,there was still room for further improvement in the environment and labeling,cultural construction,and registration exper

关 键 词：卫生服务管理 老年患者 医院 公立 门诊患者满意度 问卷调查 

分 类 号：R197.323[医药卫生—卫生事业管理]