广西县级综合性医院门诊患者满意度及其影响因素分析

Analysis of satisfaction and determinants among out-patients of a county hospital in Guangxi

目的调查广西县级综合性医院门诊患者的满意度并分析其影响因素。方法采用随机抽样方法对在广西壮族自治区武鸣县人民医院就诊的450名门诊患者进行满意度调查;问卷内容包括患者的基本信息如性别、年龄、户籍、工作状况、文化程度、经济收入和参加医疗保险等情况,满意度评价涉及就医方便程度、候诊时间、就医环境、医疗设备、医疗技术水平、医务人员服务态度、解释交流情况、费用水平和治疗效果等9个维度;采用描述性分析、t检验和方差分析、非条件logistic回归分析患者的满意度及其影响因素。结果该县级医院门诊患者对所接受医疗服务的总体满意度为3.74分,满意率为96.3%,属于比较满意。年龄<60岁、就业、失业、高中及中专学历、参加城镇基本医疗保险是门诊患者满意度总体评价的负面影响因素。非农业户籍和失业人群与其他群体比较差异有统计学意义(P<0.05)。结论该县级医院门诊患者对医疗服务的总体评价是满意的,对候诊时间和治疗费用的满意度偏低。建议根据不同科室的特点,采用适宜有效的措施来减少患者的候诊时间;引入成本核算理念,借助信息化技术,从根本上降低医院的运营成本,建立透明的价格管理体系。

Objective To investigate the satisfaction and determinants among out-patients of a county hospital in Guangxi. Methods A total of 450 out-patients were randomly selected from Wuming County People＇s Hospital of Guangxi for the survey on satisfaction. The questionnaire included basic characteristics such as gender, age, househoht, work status, education, income and insurance, and the evaluation on satisfaction concerned with convenience, waiting time, environment, equipment, technical level, attitude of medical staff, communication with medical staff, therapeutic effect and medical cost. Descriptive analysis, t test, variance analysis and non-conditional Logistic regression were performed to investigate the satisfaction of out-patients and explore the determinants. Results The satisfaction of out-patients was 3.74, and the satisfaction rate was 96.3%. Age 〈 60, employment, unemployment, secondary school education, urban basic health insurance were negative factors of satisfaction of out-patients. Urban and unemployed populations were significantly different from other groups （ P 〈 0.05）. Conclusion The satisfaction of out-patients with the medical service in the county hospital is relatively higher as a whole, but the satisfaction with waiting time and medical cost is lower. The hospital should take effective measures to reduce the waiting time of out-patients based on characteristics of different departments, and decrease the operation cost with philosophy of cost accounting and information technology.