综合性医院门诊病人忠诚度影响因素分析

Analysis on Influencing Factors for Outpatient Loyalty to the General Hospital

目的探讨影响三级综合性医院门诊患者忠诚度的因素,为提高患者忠诚度,完善医院服务体系提供决策依据。方法采用横断面调查法,在某三级医院门诊对2013年5月的诊疗患者或陪护人员随机发放调查问卷,完成有效问卷146份。结果按5分级Likert标度法进行分析,该医院门诊调查对象的满意度为74%,忠诚度为78%。结论患者忠诚度与环境设施、流程等待、医生服务、医技服务、服务结果、距离费用等因素有关。

Objective To investigate factors affecting outpatients loyalty to the tertiary general hospital so as to provide evidence for decision-making aimed to improve the patent loyalty and hospital service system. Methods A cross-sectional survey in the outpatient clinic of a tertiary hospital was conducted among randomly-chosen patients or accompanying persons in May 2013, and in total 146 valid questionnaires were completed. Result 5 graded Likert scale method was used to analyze the hospital outpatient satisfaction and it was found that 74%of the participants were satisfied with the hospital service and the loyalty rate is 78%. Conclusion Patient loyalty is associated with environmental facilities, waiting time, physician services, medical technology services, service results, cost and distance between hospital and home.