综合门诊患者满意度调查及影响因素分析

Analysis on the factors of polyclinic patients satisfaction

[目的]对医院门诊患者就诊满意度进行调查,探讨门诊患者满意度的影响因素。[方法]采用自制问卷进行调查,问卷内容包括患者的一般人口学资料、已候诊时间、自我健康评价、疾病认知、对本次就诊的满意度、情绪因子等。[结果]患者的性别、年龄、婚姻、职业、学历对患者满意度的影响没有统计学意义(P>0.05);候诊时间、负性情绪、自我健康评价对患者满意度的影响有统计学意义(P<0.05)。[结论]缩短候诊时间,减少患者负性情绪的发生,加强疾病相关知识的宣教,对自我健康评价不同的患者给予个性化的就诊服务指导可以提高门诊患者就诊满意度。

Objective To investigate the satisfaction degree of outpatients in the hospital, and explore influence factors of patients＇ satisfaction degree. Methods Investigated the patients by self-made questionnaire, the content included common demography data, waited diagnosis time self-evaluation of health, the cognition of disease, the satisfaction degree, emotional factors and so on. Results There was no statistical significance in satisfaction influence of patients＇ sex, age, marriage, occupation and education（P〉0.05）, but there was statistical significance in satisfaction influence of patients＇ waiting time, negative emotion and self-evaluation of health（p〈0.05）. Conclusions Shorten waiting time, reduce the patients＇ negative emotion, strengthen disease related knowledge education, and guide patients personalized service can improve the satisfaction degree of the outpatients.