广州某三级综合医院门诊医疗服务质量评价指标与患者满意度的相关性  

Correlation between outpatient medical service quality evaluation indicators and patient satisfaction in a tertiary general hospital in Guangzhou

作　　者：卢翠涵 范超楠 王凌云[2] 莫晓东 叶艳芳 凌莉[1,3] LU Cuihan;FAN Chaonan;WANG Lingyun;MO Xiaodong;YE Yanfang;LING Li(School of Public Health,Sun Yat-sen University,Guangzhou,Guangdong 510000,China;Outpatient Department,Sun Yat-sen Memorial Hospital,Sun Yat-sen University,Guangzhou,Guangdong 510000,China;Clinical Research Design Division,Clinical Research Centre of Sun Yat-sen Memorial Hospital,Sun Yat-sen University,Guangzhou,Guangdong 510000,China)

机构地区：[1]中山大学公共卫生学院,广东广州510000 [2]中山大学孙逸仙纪念医院门诊办公室,广东广州510000 [3]中山大学孙逸仙纪念医院临床研究中心临床研究设计部,广东广州510000

出　　处：《热带医学杂志》2024年第8期1130-1133,1184,共5页Journal of Tropical Medicine

基　　金：国家卫生健康委医院管理研究所医疗质量循证管理持续改进研究项目(YLZLXZ22G021);逸仙管理研究项目(GL2209,GL2201)。

摘　　要：目的了解门诊医疗服务质量评价指标与患者满意度的相关性,为完善门诊医疗服务质量评价体系提供参考。方法根据现行的医疗服务质量评价指标体系制定调查问卷,对广州市某综合医院2021年9月-2023年2月期间的门诊患者进行调查,应用Spearman等级相关检验门诊考核指标得分情况与患者总体满意度之间的相关性。结果本次调查共收集问卷770份,其中有效问卷共744份,问卷有效率96.6%。经过分析发现,现行的门诊考核指标总得分和患者的总体满意度存在较强正相关(r=0.71,P<0.001)。各维度分析结果显示,医疗质量维度与总体满意度存在较弱正相关(r=0.26,P<0.001);运营效率维度与总体满意度不存在显著相关(r=-0.01,P=0.819);就医体验维度与总体满意度存在较强正相关(r=0.72,P<0.001)。各条目分析结果显示,17个条目中,“抱怨与不满能否及时得到回应”条目与总体满意度存在较强正相关(r=0.78,P<0.001),“预约是否方便”等15个条目与总体满意度存在中等或弱相关,“诊疗费用”条目与总体满意度无显著相关性(r=-0.01,P=0.819)。结论现行的门诊医疗服务质量评价指标与总体满意度成正相关,但相关性不强。Objective To understand the correlation between outpatient medical service quality evaluation and patient satisfaction,providing a reference for improving the outpatient medical service quality evaluation system.Methods A questionnaire was developed based on the current medical service quality evaluation indicator system.A survey was conducted on outpatients at a general hospital in Guangzhou from September 2021 to February 2023.The correlation between outpatient assessment scores and overall patient satisfaction was analyzed using Spearman's rank correlation test.Results A total of 770 questionnaires were collected in this survey,of which 744 were valid,resulting in an effective response rate of 96.6%.Analysis revealed a strong positive correlation between the total score of current outpatient assessment indicators and overall patient satisfaction(r=0.71,P<0.001).Analysis of various dimensions showed a weak positive correlation between the medical quality dimension and overall satisfaction(r=0.26,P<0.001);no significant correlation between the operational efficiency dimension and overall satisfaction(r=-0.01,P=0.819);and a strong positive correlation between the patient experience dimension and overall satisfaction(r=0.72,P<0.001).Item analysis results indicated that out of 17 items,the item“Were complaints and dissatisfaction addressed promptly?”had a strong positive correlation with overall satisfaction(r=0.78,P<0.001),15 items including“Was the appointment process convenient?”had a moderate or lower correlation with overall satisfaction,and the item“Cost of treatment”had no significant correlation with overall satisfaction(r=-0.01,P=0.819).Conclusion The current outpatient medical service quality evaluation indicators was positively correlated with overall satisfaction,but the correlation was not strong.

关 键 词：门诊 医疗服务质量 评价指标 患者满意度 

分 类 号：R197.3[医药卫生—卫生事业管理]