基于网络评论的上海市医院患者满意度分析

Analysis of the Patient Satisfaction Based on Network Comments in a Hospital,Shanghai

目的:了解网民对各级医院的不满意评论,提高患者满意度。方法:收集大众点评网上网民对各级各类医院的评论,归纳分析影响患者满意度的因素。结果:网民对三级医院的不满集中体现在就医环境与服务质量方面,所占比例分别为24.3%、22.0%。对二级综合性医院医疗水平、服务质量方面的不满相对较多,分别占27.8%、19.8%。对一级医院的评论较少,主要侧重于预防保健方面。结论:应加快推动公立医院改革,缓解看病难问题,提高患者满意度。

Objective：In order to provide scientific basis for improving patient satisfaction, it is necessary to understand the net citizens＇ dis-satisfaction with different kinds of hospitals. Methods：Comments and criticisms on different hospitals were collected on the website, which are summarized to find the factors affecting patient satisfaction. Results：The net citizens＇ dissatisfaction with the third-grade class hospital embodies in two aspects, medical environment （24. 3%） and health service quality （22. 0%）. As to the second-grade class hospital, more criticism is centered on medical technology （27. 8%） and health service quality （19. 8%）. However, comments on the first-grade class hospital are less, which mainly focuses on preventive care. Conclusion：Reform of public hospitals should be pushed forward to solve the problem of seeing a doctor to improve patient satisfaction.