医患沟通质量影响因素研究对医院管理的启示

The Study on Influence of Doctor-patient Communication Quality and Its Enlightenment for Hospital Management

目的为医院提高医患沟通质量提供参考建议。方法研究采用问卷调查的方法,对问卷进行了独立样本检验、方差分析和多重比较分析。结果发放问卷1600份,回收有效问卷1300份,量表部分缺失数据不超过20%的问卷678份。统计分析发现患者性别、年龄、学历、初诊复诊对医患沟通质量评价没有显著影响,而患者的费用支付方式显著影响其沟通质量评价,报销患者比自费患者和医保卡支付患者评价较高。结论建议医生对不同性别、年龄、学历和就诊经历的患者都提供翔实的信息,而对不同支付方式的患者要有针对性的沟通,建议医院管理者对医患沟通过程进行标准化管理和对医生进行相关培训。

Objective：To provide suggestions for hospitals to improve doctor-patient communication quality. Methods： Questionnaires survey was used and independent sample test, analysis of variance and multiple comparison analysis were made. Results：Totally 1600 questionnaires were distributed, ]300 valid questionnaires were collected, 678 with no more than 5 missing data within scale were analyzed. There were no significant differences in the assessment of doctor-patient communication according to the sex, age, educational level and their experiences. However, expenditure payment had sig- nificant impact on patients＇ assessment of communication quality. Conclusion：It is suggested that doctor provide detailed information for patients with different gender, age, educational background and experiences and have targeted communica- tion with different payment patients. The hospital manage to standardize the process of doctor-patient communication man- agement and related training for doctors.