患者感知医生服务态度的影响因素研究

Influencing Factors of Patients' Perception to Doctors' Service Attitude

目的分析患者感知医生服务态度的影响因素,为医院管理中改进服务态度,和谐医患关系提出具体可行的措施建议。方法研究采用患者感知医生服务态度测量问卷,通过706份问卷调查,采用单因素、多因素分析患者感知服务态度的影响因素。结果社会经济学特征中教育程度越高,患者感知医生服务态度得分越低;汉族和维吾尔族之间存在差异。就诊特征中,医疗机构等级、患者类型、就诊科别、就诊次数与患者感知的服务态度有关。就诊特征中,高级别医疗机构和门诊患者对服务态度的评价低;妇科低于内科;偶尔就诊患者低于首次就诊和经常就诊的患者。结论患者对服务态度的评价受患者社会经济学特征和就诊特征的影响。在医疗服务中关注不同教育程度、不同民族、不同就诊类型和特殊科室患者需求的差异性,有助于提高医院的患者满意度。

Objective To study the influence factors of patients perceived service attitude,put forward suggestions to the hospital managers for improving service attitude,and establishing harmonious doctor-patient relationship. Methods A measurement tool of patients perceived service attitude quality from another study is adopted. Influencing factors of patient perceived service attitude are analyzed through single factor,multi-factor methods based on the 706 questionnaires. Results In patients demographic characteristics,patients with more education give lower score. Nationality differences exist between the Uyghur and Han,and the reasons for further study. In visit characteristic,hospital grade,department,patient types have relation to patients perceived service attitude with significant difference. Higher level hospital patients and outpatients give low er score. Score from gynecology patients is lower than internal medicine. Patients who occasionally visit give lower score in the interpersonal interaction than the first,and often patients. Conclusion Patients on perceived service attitude evaluation are affected both by patients＇ social economic characteristics,and visit characteristics. To focus on patients education status,nationality,department specificity and visiting type is important for hospitals to improve their patients satisfaction.