基于互联网+AI回访系统的门诊患者满意度调查与分析  

Survey and Analysis of Outpatient Satisfaction Based on Internet+AI Follow-up Visit System

作　　者：乔继红[1] 张开箭 章亚承 凡国华[1] 黄健飞 张勤[1] QIAO Ji-hong;ZHANG Kai-jian;ZHANG Ya-cheng;FAN Guo-hua;HUANG Jian-fei;ZHANG Qin(Northern Jiangsu People's Hospital;New District Branch of Northern Jiangsu People's Hospital/Yangzhou Third People's Hospital;College of Mathematical Science,Yangzhou University)

机构地区：[1]江苏省苏北人民医院 [2]江苏省苏北人民医院新区分院/扬州市第三人民医院 [3]扬州大学数学科学学院

出　　处：《医院管理论坛》2024年第12期41-45,共5页Hospital Management Forum

基　　金：江苏省医院协会医院管理创新研究课题,编号:JSYGY-3-2021-617。

摘　　要：目的调查分析医院门诊患者满意度现状及影响因素,为提升满意度提供科学依据。方法采用互联网+人工智能(AI)回访系统对2023年7—12月13926例门诊患者进行满意度调查。在单因素分析基础上,构建二分类非条件逻辑回归模型,进一步筛选影响因素,并通过重要性矩阵分析出优先改进区域。结果满意度得分较高,其中行风状况、挂号体验维度得分高,布局标识、诉求回应维度得分较低。满意度影响因素有性别、年龄、就诊科室。需要优先改进空间布局、诉求回应、厕所清洁度;次要改进窗口服务维度中各科室服务态度。结论互联网+AI回访系统能客观、精准反映医院门诊患者满意度,可从加强门诊布局标识、改善诉求回应等方面进一步提升满意度。Objective To investigate and analyze the current situation of outpatient satisfaction and its influencing factors,so as to provide scientific basis for improving satisfaction.Methods The Internet+artificial intelligence(AI)follow-up system was used to investigate the satisfaction of 13926 outpatients from July to December 2023.On the basis of univariate analysis,a binary unconditional logistic regression model was constructed to further screen the influencing factors,and the priority improvement areas were analyzed through the importance matrix.Results The score of satisfaction was high,in which the scores of hospital ethics and registration experience were high,and the scores of layout logo and demand response were low.The influencing factors of satisfaction were gender,age and department.Priority needs to be given to improving the layout of the space,the response to claims,the cleanliness of the toilets and,to a lesser extent,the service attitude of the sections in the window service dimension.Conclusion The Internet+AI follow-up visit system can objectively and accurately reflect the satisfaction of outpatients in the hospital,and can further improve the satisfaction by strengthening the layout of outpatient clinics and improving the demand response.

关 键 词：互联网+AI回访 门诊患者满意度 关键驱动因素 重要性矩阵分析 

分 类 号：R197.3[医药卫生—卫生事业管理]