妇幼专科医院住院患者满意度调查研究

Investigate on satisfaction degree of inpatients in a maternity and children hospital

目的了解妇幼专科医院患者满意度现状及其影响因素。方法设计问卷对300例患者进行满意度调查。结果该问卷有较高的信度(α=0.89)和效度;问卷回收率高(97.3%);患者就医前最重视的是医护人员经验和服务态度,就医中对治疗结果和诊疗水平期望值最高,对医生收受红包和就近就医的满意度超过期望值。结论该问卷能较好地对患者进行满意度调查;影响患者满意度的因素,在考虑患者实际评价的同时,也要关注其期望值的满足程度。

Objective To investigate the satisfaction degree and influencing factors of inpatients in a maternity and children hospital. Methods Totally 300 inpatients were investigated by a designed questionnaire. Results There was good reliabili- ty （a=0.89） and validity with the questionnaire. The rate of complete response was 97.3% （292/300）. The medical experience of clinical staffs and service attitude were the most care factors by patients before hospitalization. The effectiveness of medical treatment and the professional level of the physicians were the most expectation factors during hos- pitalization. In addition, the satisfaction degree of medical less bribes and accessibility were higher than expectation values. Conclusion This questionnaire is suitable for evaluating the patient＇s satisfaction degree. The investigation of in- fluencing factors of medical service should consider both satisfaction degree and expectation value.