医院服务属性对住院病人满意感的影响程度分析

A Analysis on the Influence of Hospital Service Attributes on the Sense of Satisfaction Among Inpatients

目的了解服务属性对住院病人满意感的影响。方法自行设计调查问卷,对上海市2所三级甲等医院住院部的204位住院病人进行病人满意感调查。结果采用单因素方差分析与多元线性回归分析。结果影响住院病人满意感的属性包括5大类,即医疗质量、医务人员的理解与沟通、环境和设施、等待时间以及辅助服务;医疗质量是对住院病人满意感最大的影响因素,其次为医务人员的理解与沟通,环境和设施、等待时间以及辅助服务的影响较弱。结论对不同的服务属性采取不同的管理措施。

Aim To find out the influence of service attributes on the satisfaction of inpatients, Method Adopting questionnaires to survey 204 inpatients in 2 first class tertiary hospitals in Shanghai, the results are analysis by ANOVA and multi-linear regression analysis. Results Five factors exert influence on the sense of satisfaction among inpatients.. which are： clinical quality, the understanding and communication of medical staffs, environment and facilities, waiting time and auxiliary services; medical quality impacts significantly on the sense of satisfaction of inpatients, the understanding and communication comes next, environment and facilities, waiting time and auxiliary services play minor influences. Conclusion Adopting different management measures in relating to different service attributes.