某大型三甲医院门诊患者满意度调查及影响因素分析  

Outpatient Satisfaction Survey and Related Factors Analysis in a Large Tertiary Hospital

作　　者：房洪军[1] 王浩 李晶[1] 杨宏艳[1] 关思楠 李航[1] Fang Hongjun;Wang Hao;Li Jing;Li Hang(Peking University First Hospital,Beijing,100044,China)

机构地区：[1]北京大学第一医院,北京100044

出　　处：《中国医院管理》2025年第2期40-45,共6页Chinese Hospital Management

摘　　要：目的 分析某大型三甲公立医院多院区门诊患者就医体验满意度。方法 2024年1—3月,基于问卷星平台向北京大学第一医院门诊当日就诊患者推送门诊就诊满意度调查问卷,分析门诊患者对医疗服务的满意率和满意度评分,并采用logistic回归分析探索门诊患者就诊满意度的影响因素。结果 64.0%认为非常满意,26.1%认为比较满意;候诊时长和就诊时长发挥重要影响作用;医生的疾病诊断、治疗和预后、健康宣教和随诊安排可能会影响门诊患者就诊体验;门诊缴费、门诊环境、门诊患者感知抱怨及不满的及时解决都影响门诊患者就诊满意度。结论 门诊患者整体满意度较高,多院区门诊医疗服务患者满意度保持一致。医院应在保证门诊医疗质量的前提下,积极进行个体化健康教育,优化就医流程,延伸门诊服务,进一步提升门诊患者就医获得感。Objective To analyze the satisfaction of medical experience of outpatients in multi-campus of a large tertiary public hospital. Methods From January to March 2024,a questionnaire on outpatient satisfaction was sent to the outpatient department of Peking University First Hospital daily based on the Questionnaire Star platform to analyze the outpatient satisfaction rate and satisfaction score of medical services, and the influencing factors of outpatient satisfaction were explored by logistic regression analysis. Results Among the respondents, 64.0%expressed high levels of satisfaction while 26.1% reported being relatively satisfied. Waiting time and consultation time play an important role. The diagnosis,treatment and health education and schedule of follow-up visits may affect the outpatient experience. Outpatient payment,outpatient environment,outpatient perceived complaints and timely resolution of dissatisfaction all could affect outpatient satisfaction. Conclusion The overall satisfaction of outpatients was high,and patient satisfaction of outpatient medical services in multi-campuses was consistent. On the premise of ensuring the quality of medical care, hospitals should actively carry out individualized health education,simplify the medical process,extend the outpatient service,and further improved the sense of gain of outpatients.

关 键 词：三甲医院 门诊患者 满意度 影响因素 

分 类 号：R192.323.2[医药卫生—卫生事业管理]