某综合医院门诊患者满意度的调查研究

Investigation on the patient satisfaction on the outpatient clinic of a general hospital basis

目的:了解某三甲医院门诊患者满意度的情况,探讨通过门诊患者满意度提高医疗服务质量和医院综合实力的方法和途径。方法:采用分层抽样的方法对门诊患者进行现场问卷调查和统计分析,获有效问卷239份。结果:患者对医院服务的总体满意度(得分3.73)较高;满意度较高的项目主要体现在医师医疗技术水平、医疗环境设施,满意度较低的项目主要集中在看病前等候时间和医疗收费等方面。在总满意度上,首次就诊的门诊患者明显高于多次就诊的患者,差异有统计学意义(F=10.084,P<0.01);不同年龄与医疗过程(F=6.814,P<0.01)、服务结果(F=3.262,P<0.01),不同文化程度与医疗过程(F=3.477,P<0.01),不同费用支付方式与环境设施(F=9.473,P<0.01),不同就诊次数与环境设施(F=9.218,P<0.01)、等候时间(F=12.419,P<0.01)、服务态度(F=5.115,P<0.01)和服务结果(F=7.643,P<0.01)比较均存在差异,且差异具有统计学意义。结论:该综合医院门诊患者满意度较好,年龄、文化程度、费用支付方式、就诊次数是满意度的影响因素。建议通过满足不同层次患者需求;进一步优化门诊流程;完善医院收费管理制度;进一步加大宣传力度,提高患者的忠诚度,提高服务满意度。

Objective：To investigate the patient satisfaction extent based on the outpatient clinic in a general hospital（Third-level-Grade-A hospital） for assessment of the measures to improve the quality of medical services and provision of modern facilities.Methods：By stratified sampling,we conducted a survey on the outpatients with field questionnaire .Final retrieval of valid questionnaire included 239 respondents,and the data were analyzed.Results：The interviewees showed better satisfaction with the hospital services in general（x=3.73）,and their major contents were associated with the doctor′s profes-sional skills and medical environment and facilities,yet rated lower were long waiting list prior to doctor′s office and hospital charge.On the total satisfac-tion extent scale,the primary outpatients rated higher than frequent visitors,which had statistical difference（F =10.084,P 〈0.01）.These differences were also seen by the patients′age and educational background regarding their conceptions with the quality of medical care processes ,service acquisition, different mode of medical payment,medical environment and facility provision,frequency of doctor′s office visiting,waiting time for individual consultation and concerns of the providers in service.Conclusion：The outpatients generally showed better satisfaction with this hospital ,and the factors affecting the satisfaction extent are involved in the patient′s age,educational background,mode of medical payment and visiting frequencies.And our advice for further improvement of the patient′s faith to and approval of the medical institution is that the management should spare no efforts to meet the needs of different cli-ents through provision of efficient outpatient services and reasonable medical charge as well as effective communication with the public .