门诊病人满意度的影响因素分析

Study on the influential factors of outpatients' satisfaction

目的分析门诊病人满意度的影响因素。方法自行设计问卷对门诊病人进行满意度调查,采用多元线性逐步回归进行影响因素分析。结果554名病人综合满意率为95.31%;性别、年龄、居住地等8项人口学特征对综合满意度没有影响;医疗技术水平、医生服务态度、治疗费用、健康知识宣传、取药排队等候时间、检查时舒适性与就医环境方便等7项指标,对综合满意度的影响具有统计学意义(P<0.01或P<0.05)。结论采用多元线性逐步回归分析门诊病人满意度,能使测量与分析更具科学性。

Objective To analyze the influential factors of outpatients＇ satisfaction. Methods A self - designed questionnaire was used to surety outpatients＇ satisfaction. The method of multiple linear stepwise regression analysis was used to analyze the data. Results The general satisfaction rate was 95.31% in 554 outpatients. The patients＇ gender,age,residence and other demographic characteristics did not affect the satisfaction. The seven indexes involving the medical teehniques, medical service, medieal charge, health education, waiting time for prescriptions,the comfort and convenience of medical environment were significantly related to patients satisfaction. Conclusion The measurement and analysis of outpatient satisfaction are more scientific by using multiple linear stepwise regression analysis.