公立医院患者就医环节满意度分析

Analysis of the Patients’ Satisfaction of Treatment Links in Public Hospitals

目的基于目前的医疗环境,探究患者在不同就医环节的满意度。方法采用分层抽样的方法,对黑龙江省地市级公立医院、县级公立医院以及基层医院的213名就诊患者进行问卷调查。运用SPSS22.0对数据进行描述性分析和卡方检验。结果患者对就医环节中的“医护人员服务态度”(37.6%)和“医生诊疗过程”(53.5%)满意度较低;不同医院类别、家庭收入和健康状况的患者在就医环节满意度上存在认知差异。结论需要采取“以患者为中心”的医疗服务、提高医护人员的沟通能力和共情能力、加强医院信息化建设等综合措施来提高患者就医环节满意度。

Objective Based on the current medical environment,to explore patients’satisfaction of different treatment links. Methods A total of 213 patients from municipal,county and primary hospitals in Heilongjiang Province fully completed questionnaires. SPSS22.0 was used for descriptive statistics and Chi-square test. Results Patients were less satisfied with the service attitudes of medical staff(37.6%)and doctor’s diagnosis process(53.5%). There were cognitive differences among patients in different hospital categories,family income and health status. Conclusion It is necessary to take comprehensive measures,such as providing“patient-centered”medical service,improving medical staffs’ communication and empathy ability,and strengthening the construction of hospital informatization to improve the patients’satisfaction.