589例重庆市口腔门诊患者医疗服务满意度的调查研究

Investigation on satisfaction degree of medical service for 589 oral outpatients in Chongqing city

目的调查重庆市居民口腔门诊医疗服务满意度现状,为口腔医疗机构服务品质的评价与改善提供参考依据。方法对重庆市主城区各级口腔医疗机构,依据2009年各医院门诊挂号人次比例,经分层随机抽样,选取589例来自重庆市各级口腔医疗机构就诊的成年患者,参考狩野纪昭(Noriaki Kano,1984)的二维品质模式的问卷内容,采用李克特5级标度法,对其一般资料、口腔门诊医疗服务满意度进行问卷调查。结果被调查的589例患者中77.93%对口腔门诊医疗服务的总评价为满意,不满意的患者为1.70%;将教育程度和医疗费用支付方式与口腔门诊医疗服务总满意度做单向方差分析发现差异有统计学意义(P<0.05),其中小学或初中患者对口腔门诊医疗服务总满意度显著低于不识字、大专或大学及研究生患者,商业医疗保险者对口腔门诊医疗服务总满意度显著高于社会基本医疗保险和自费者。结论重庆市口腔门诊医疗服务满意度总体评价良好,仍有待进一步提高服务举措以满足其社会评价。

Objective To investigate the present satisfaction of medical service for oral outpatient department in Chongqing residents to provide a reference for evaluation and improvement of dental service quality.Methods 589 adult outpatients from Chongqing′ s dental medical institutions at various levels of hospital according to the proportion of outpatient registration number in 2009 were selected with the stratified random cluster sampling,the questionnaire was based on the Kano′s two-dimension model（Noriaki Kano,1984） questionnaire content by used level 5 Likert scale method,the general data and oral outpatients medical service satisfaction were analyzed by this questionnaire investigation.Results Among 589 investigated adult outpatients,77.93% were satisfied with the total evaluation about the oral outpatients service,while 1.70% were dissatisfied or extremely dissatisfied.For education degree and medical treatment charge pays way and the oral outpatient medical service total satisfaction one-way anova,the differences were statistically significant（P〈0.05）.The total satisfaction degree in primary and the junior high school group on oral outpatients medical service was significantly lower than that in the illiteracy group,the undergraduate and postgraduate group;while the total satisfaction degree in commercial medical insurance group was significantly higher than that in the social basic medical insurance group and the group at one′s own expenses.Conclusion The overall evaluation of Chongqing oral outpatient medical service satisfaction is better.We still need further to improve service measures to meet its social evaluation.