某大型公立医院患者就医体验的影响因素分析

Influences factors on patients' experience of seeking medical service in a large hospital

目的:通过对某大型公立医院11个月住院患者就医体验连续监测,探讨影响患者就医体验的相关因素,以发现服务质量缺陷,持续改进医院管理水平。方法:2013年4月-2014年3月,每月随机抽查各个科室住院患者,采用自行设计的住院患者就医体验满意度调查问卷进行调查,探讨影响其就医体验的相关因素。结果:发放问卷6480份,收回有效问卷6040份,有效回收率96.8%。7个条目非常满意率高于90%,6个条目非常满意率低于80%;12个条目显著影响患者就医体验满意度。直接影响患者就医体验因素涉及医疗效果、护理情况、沟通情况、医疗环境和后勤服务等多个方面。结论:主动与患者沟通,增加医患间的理解度与信任感;加强服务过程的质量管理,不断完善监督机制;畅通投诉渠道,确保投诉处理及时有效;提高后勤服务意识,不断优化就医环境。

Objectives： To analyze influence factors of patient＇s experiences on seeking medical service, find out medical quality defects and continuous improvement hospital management by continuously monitoring hospitalized patients for 11 months in a large hospital. Methods： Hospitalizations patient in different departments during Apr 2013 to Mar 2014 were randomly selected to have a questionnaire about treatment experiences. Influence factors on treatment experiences were analyzes. Results： 6040 validated questionnaires were received and the response rate is 96.8%. There were 7 questions got above 90% very satisfaction rate while 6 questions below 80%. And there were 12 factors significantly influenced patient satisfaction. Factors directly influenced patient satisfaction includes medical effect, nursing service, medical environment and logistic service. Conclusions： Actively communicating with patient, strengthening process quality management, improving inspection mechanism, opening complain channel, promoting logistic service and optimizing medical environment can effectively improve patient satisfaction.