医药分开试点医院门诊患者满意度调查分析

Survey of Outpatients' Satisfaction in Pilot Hospitals after “Drug and Medical Service Separation” Reform

目的了解医药分开试点医院门诊患者满意度情况,对医院进一步改革提出建议。方法 2014年11月至12月在某院随机抽取门诊患者400人进行患者满意度问卷调查,使用SPSS17.0软件对调查数据进行分析,采用描述性分析、x2检验、多因素Logistic回归等方法分析门诊患者满意度。结果门诊患者对医院总体满意度达到76.8%,总体满意度比较高。Logistic回归分析显示,医师服务态度、护士服务态度、治疗方案及时、医疗设备情况、设备检查费、开检查情况、看病手续及复诊情况是影响患者满意度的因素(P<0.05)。结论试点医院要扎实推进改革试点工作,发挥医药分开杠杆作用,引导患者合理就诊,努力构建和谐医患关系,提高患者满意度。

Objective To investigate the satisfaction of outpatients in hospitals after drug and medical service separation and put forward strategies. Method Questionnaires survey of satisfaction was conducted in 400 outpatients randomly selected from hospital between November 2014 and December 2014, and the data were statistically analyzed. Result The overall satisfaction rate was 76.8%. The logistic regression analysis results showed that factors influencing patients＇ satisfaction included doctor service attitude, nurse service attitude, treatment of timeliness,medical equipment,equipment inspection fee, check, medical treatment processes,visit（P〈0.05）. Conclusion Outpatients overall satisfaction is relatively high. The pilot work will push forward the reform of hospital, play the drug and medical service separation leverage, gave guidance for the outpatients to select doctors reasonably, efforts to build a harmonious relationship between doctors and patients and improve patients＇ satisfaction.