高龄孕产妇围生期医院服务满意度的供需比较分析

Analysis on satisfaction of hospital service demand of the elderly pregnant women in the perinatal period

目的调查和分析高龄孕产妇围生期医院服务需求满意度,为医院提高服务质量提供依据。方法采用便利抽样法,对山东省三所三甲医院450例高龄孕产妇进行围生期医院服务需求满意度问卷调查。结果高龄孕产妇医院总体服务满意率72.4%。满意率最高的是医德医风环节,最低的是价格感知环节;重点改进环节为价格感知环节、投诉管理环节、就诊环境与后勤服务环节、入院环节、辅检环节;入院环节、接诊环节、查房环节、治疗环节、护理环节、辅检环节、服务态度环节、投诉管理环节、就诊环境及后勤服务环节、手术麻醉环节为影响高龄孕产妇医院服务满意度的关键环节因素。结论医院服务应从重点改进关键医疗环节入手,为高龄孕产妇提供更优质服务。

Objective To investigate and analyze the satisfaction of hospital service demand of elderly pregnant women in the perinatal period under the two child policy,and to provide the basis for the hospital to improve the service quality.Methods Convenient sampling method was used to conduct a questionnaire survey among 450 elderly pregnant women in three tertiary hospitals in Shandong Province.Results The overall service satisfaction rate of elderly pregnant women to the hospital service was 72.4%.The highest satisfaction rate was the medical ethics,and the lowest was the price perception;the key improvement parts were price perception,the complaint management,the medical environment and logistics services,admission,and the auxiliary inspection;the admission,the reception,the ward round,the treatment,the nursing,the auxiliary inspection,the service attitude,the complaint management,the medical treatment environment and logistic services,and operation anesthesia were the key factors influencing the hospital service satisfaction of the elderly pregnant women.Conclusion Hospital service should start from key medical improvement parts to provide better service for the elderly pregnant women.