北京市某三甲综合医院住院患者满意度影响因素研究

Investigation of the Influence Factors of Inpatients' Satisfaction Degree in a Grade A Comprehensive Hospital in Beijing

目的探讨影响住院患者满意度的相关因素,为进一步提高医疗服务质量及患者满意度提供参考。方法对2013年11月北京市某三甲综合医院1 200名住院患者或家属采用自制问卷进行调查,通过多因素分析相关因素对患者整体满意度的影响程度。结果影响手术科室整体满意度的因素有5个,按影响程度由高至低依次为主管医生对患者进行详细的体格检查、主管医生在术前对手术目的和风险进行了详细的告知、主治医生(主管的上级医生)每个工作日查房、主管医生熟悉病情和治疗方法、医生详细解释用药原因及注意事项。结论影响住院患者满意度的关键因素为医患沟通与部分医疗流程执行的问题,可针对以上问题进行专项改进或增加关键问题的权重以促进患者满意度及医疗服务质量的持续改进。

Objective To investigate the factors which influence the satisfaction of inpatients＇ degree to provide references for medical service quality and patients＇ satisfaction. Methods A questionnaire survey was conducted among 1 200 inpatients in a Grade A comprehensive hospital in Beijing in November, 2013. Multiple linear regression analysis was carried out to identify the degree that the factors influence the overall satisfaction of inpatients. Results Factors affecting the overall satisfaction of inpatients in the surgical departments were：whether the detailed physical examinations were taken by the doctors in charge of the inpatients; whether a clear announcement about the aims and risks in the surgery was made to the inpatients by the doctors in charge before the surgery;whether the attending physician（a doctor in charge of superiors） made their rounds every weekday; whether the doctors in charge were familiar with the disease and how to treat it; whether the doctors have explained the reasons for medication and its precautions in detail. Conclusion The key factors that influence the satisfaction of inpatients are the problems of communication between doctors and inpatients and of the implementation of the medical procedures. To solve these problems, further actions should be taken to raise the weights of key factors and improve the satisfaction of inpatients, which could greatly improve the quality of health care services.