医院医疗服务质量考核指标与患者满意度的相关性分析  

Correlation Analysis of Hospital Medical Service Quality Assessment Index and Patient Satisfaction

作　　者：黄丽萍[1] 陈青萍[2] 李秋宇[3] HUANG Liping;CHEN Qingping;LI Qiuyu(Outpatient Office,Guangdong Second Traditional Chinese Medicine Hospital,Guangzhou Guangdong 510000,China;Department of Otolaryngology,Guangdong Second Traditional Chinese Medicine Hospital,Guangzhou Guangdong 510000,China;Department of Encephalopathy,Guangdong Second Traditional Chinese Medicine Hospital,Guangzhou Guangdong 510000,China)

机构地区：[1]广东省第二中医院门诊办公室,广东广州510000 [2]广东省第二中医院耳鼻喉科,广东广州510000 [3]广东省第二中医院脑病科,广东广州510000

出　　处：《中国卫生标准管理》2025年第1期62-66,共5页China Health Standard Management

基　　金：广东省中医药局科研项目(20202011)。

摘　　要：目的以广东省第二中医院门诊实际情况为基础,构建门诊医疗服务质量考核指标,并分析考核指标评分与患者满意度的相关性,为后续医疗服务质量的改善提供方向。方法选择2022年1—12月于广东省第二中医院门诊诊治的1000例患者为研究对象。收集所有患者基线资料信息,采用门诊满意度问卷调查表评估所有患者满意度评分;并创建医院医疗服务过程的质量考核指标,分析各项考核指标的评分结果。明确门诊患者基线资料对其满意度评分的影响,分析考核项目与满意度的相关性。结果门诊满意度平均得分为(101.47±8.79)分;门诊患者对“就诊区内未出现烟味”的评分结果最高,为(4.61±0.40)分;而对“候诊时间可以接受”的评分结果最低,为(4.17±0.49)分。不同文化程度患者满意度评分比较,差异有统计学意义(P<0.05)。医院服务质量的考核总分为(12.57±1.43)分,“信息技术预约情况”“门诊患者分时段预约制度的落实情况”项目评分较低,分别为(0.44±0.05)分、(0.84±0.09)分。医院服务质量考核指标的各个项目评分均与门诊满意度评分呈正相关(P<0.05)。结论医院医疗服务过程的质量考核指标的建立可为门诊患者满意度评估提供新的方向,并针对考核指标薄弱项目制订合理干预措施,可为门诊患者满意度提升提供新的方向和思路。Objective Based on the actual situation of the department of outpatient,Guangdong Second Traditional Chinese Medicine Hospital,the assessment index of the outpatient medical service quality was constructed,and the correlation between the assessment index score and patient satisfaction was analyzed,so as to provide directions for the improvement of the subsequent medical service quality.Methods A total of 1000 patients treated in the department of outpatient,Guangdong Second Traditional Chinese Medicine Hospital from January 2022 to December 2022 were selected as the study objects.Baseline data of all patients were collected,and the satisfaction score of all patients was evaluated by the outpatient satisfaction questionnaire.The quality assessment index of hospital medical service process was established,and the scoring results of each assessment index were analyzed.The influence of outpatient baseline data on their satisfaction score was clarified,and the correlation between assessment items and satisfaction was analyzed.Results The average score of outpatient satisfaction was(101.47±8.79)points.The score of"no smoke smell in the outpatient area"was the highest,which was(4.61±0.40)points.The score of"acceptable waiting time"was the lowest,which was(4.17±0.49)points.The satisfaction scores of patients with different education levels were compared,and the difference was statistically significant(P<0.05).The total score of the assessment of hospital service quality was(12.57±1.43)points,and the scores of"information technology appointment situation"and"implementation of the time-sharing appointment system for outpatient patients"were lower,respectively(0.44±0.05)points and(0.84±0.09)points.The scores of each item of the hospital service quality assessment index were positively correlated with the scores of outpatient satisfaction(P<0.05).Conclusion The establishment of quality assessment index of hospital medical service process can provide a new direction for the assessment of outpatients'satisfaction,and for

关 键 词：医疗服务质量 考核指标 门诊患者 满意度 管理方法 相关性研究 

分 类 号：R197[医药卫生—卫生事业管理]