某医院住院病人满意度调查及其影响因素分析

Level and factors of patient satisfaction among patients in a hospital

目的了解医院住院及出院病人的满意度情况,为提高医疗服务质量提供参考。方法采用自制的调查表,分别调查医院的住院及出院病人满意度。结果本调查表测得克朗巴哈的α信度系数为0.98,调查表总分与各项目分的相关系数绝大部分大于0.5。绝大部分病人的满意度评分在8分以上。行风情况得分最高,医护人员(包括医生、护士和其它医务人员)次之,出入院处理和工作效率及辅助检查位居第3,后勤管理是第4位,收费情况得分最低。住院病人与出院病人对医院的评价没有统计学差异。影响病人总评分的关键因素是护士的技术水平、等候手术时间、经治医生检查是否认真负责、病房的整洁安静程度和是否有乱收费现象等指标。病人的建议集中在后勤管理方面。结论①本调查表的信度和效度较高,可尝试作为量表使用;②病人对该医院的总体评价较高,但对后勤管理和收费方面的评价相对较低并要求改进;③出院病人和住院病人对医院的评价没有差别;④提高病人满意度应该从技术、服务、效率和费用等方面入手。

Objective To understand the patient satisfaction of a hospital, and improve its health service. Methods A survey was conducted among inpatients and discharged patients through a self-made questionnaire. Results The Chronbach＇s coefficient of the questionnaire is 0.98, and the most of the correction coefficients between the total score and each item score are above 0.5. The satisfaction score of numerous patient is above 8. Regard to the sub-scales＇s cores, the morality of the doctor is the highest, followed by health service （including doctors,nurses and other health services）, then the work efficiency and logistics management. The sub - scale with the lowest score was the charge. There is no statistically significant difference of scores between the inpatients and discharged patients. The key factors that affected the patient＇s satisfaction were the nurse＇s technique, the waiting time of surgical operation, the responsibility of the doctor, the cleanliness and quietness of ward, and the reasonableness of charge. The suggestion of the patient was to improve the logistic service. Conclusion The questionnaire has relatively high reliability and validity, and can be used as a scale. The patient satisfaction of the hospital is relatively high, but the patient satisfaction to logistic service and charge is low and need to be improved. There is no difference of patient satisfaction between the inpatient and the discharged patients. In order to increase the patient satisfaction efficiently, we should try to improve the technique, the work efficiency, the health service and logistic service.