医院门诊服务需求调查分析

A SURVEY AND ANALYSIS OF MEDICAL NEEDS TOWARDS OUT-PATIENT CLINIC SERVICE

目的探讨医院门诊服务需求状况及其影响因素。方法自行设计调查问卷,对湛江市1所三级甲等医院的门诊就诊者进行服务需求调查,采用t检验、方差分析以及因子分析对调查结果进行综合分析。结果医院就诊者从性别、年龄、付费方式、文化、居住地和付费方式分析,对医院的医疗质量评分较高,对医疗费用评分较低;不同性别、年龄、不同文化层次对需求侧重点不同;因子分析得到6个公因子,归纳为:医疗环境,服务水平,医疗便利程度,医疗费用,医质量,患者权益。结论患者门诊医疗需求具有多样性,医院应重视为患者解除病痛、保证医疗安全、尊重患者、提高服务水平,满足不同层患者需求。

Objective To explore the demand conditions and influencing factors on outpatient＇ s services. Method To investigate outpatients in level - 3A hospitals of zhang jiang city by adopting self - designed question- naire, and make comprehensive analysis of survey results with T test, ANOVA and factor analysis. Results Out - pa- tients make higher score to the hospital＇ s medical quality, but makelower score to medical costs by gender, age, pay- ment method, culture, place of residence and mode of payment. Out - patients with different Gender, ages, cultures, Emphasize on the different needs. To extracted six common factors by factor analysis, summarized as ： medical environ- ment, service level, the degree of medical facilities, medical expenses, medical quality, patient rights and interests. Conclusion Out- patients have diversified medical needs and hospitals ought to attach importance to relieving pa- tients from disease, ensuring medical safety, respecting patients, improving services, and satisfying the needs of pa- tients at different levels.