某三级甲等医院住院患者满意度影响因素分析

The influence factors of patient satisfaction in a tertiary hospital

目的:分析住院患者医疗服务满意度影响因素,为提高医疗服务质量提供改进建议。方法:采用自制的《住院病人满意度调查表》,调查住院患者对医疗服务满意度。结果:患者一般情况、是否初次就诊和住院时间等因素与总满意度相关性差异均有统计学意义(P<0.05);医疗服务满意度8个维度与总满意度的相关性差异均有统计学意义(P<0.01)。结论:患者对该院总体评价较高。对医疗费用、就医流程、饮食生活评价相对较低,需要加以改进;提高患者满意度,还应从服务态度、医疗技术等方面持续改进。

Objective： To analyze the influence factors of patient satisfaction for providing the suggestions regarding the improvement of medical service. Methods： The patient satisfactions of medical service were investigated by questionnaire. Results： The differences of the general satisfaction and overall satisfaction of patient,and correlations of the first visit to hospital and hospital stays with overall satisfaction were statistical significance（ P〈0.05）. The difference of the correlation of eight dimensions of medical service satisfaction with overall satisfaction was statistical significance（ P〈0.01）. Conclusions： The overall evaluation of patient on hospital is high. The evaluations of the medical treatment cost and procedure,and diet and lifestyle of patient on hospital are low. The service quality and medical treatment technique should be improved to increase the patient satisfaction.