我国136所三级医院门诊患者满意度调查

Survey of patient satisfaction with ambulatory services at 136 hospitals in China

目的了解全国136所三级医院门诊患者的就诊满意度，提出进一步改善门诊服务的具体建议。方法由第三方调查员在全国31个省、自治区、直辖市的136所样本医院，每所医院以方便抽样的形式，对200余名门诊患者进行现场问卷调查，共回收有效问卷27475份。结果门诊患者的总体满意度为86.4分（95%CI 85.4-87.4），＂诊疗资源配置和流程效率＂维度的满意度偏低；门诊患者满意度存在地区和机构分布差异。医疗保障水平和就诊费用与当次就诊总体满意度呈负相关，诊疗行为和医患关系与当次就诊总体满意度呈正相关。结论改善门诊服务的重点是优化诊疗资源配置、提升流程效率，而提升医疗保障水平、重视人文关怀、改善医患关系是提高门诊患者满意度的关键。

Objective To investigate outpatient satisfaction at 136 tertiary hospitals in China and to make policy suggestions for improving ambulatory service. Methods Onsite questionnaire survey was used by third-party investigators to interview over 200 outpatients selected with convenience sampling from each of the 136 tertiary hospitals of 31 provinces in China, with 27 475 valid questionnaires recovered. Results The overall outpatient satisfaction score was 86.4 （95% CI 85.4-87, 4）. Patients were less satisfied with the dimension of ＂medical service resources allocation and process efficiency＂. Outpatient satisfaction was found with regional and institutional distribution differences. Medical insurance reimbursement level and medical cost are negatively correlated with the overall outpatient satisfaction. Medical behavior and doctor-patient relationship are positively correlated with the overall outpatient satisfaction. Conclusions Improving medical care resource allocation and process efficiency should focus on optimizing medical resources allocation and process efficiency. Higher outpatient satisfaction comes along with better medical insurance security, humanistic physician behavior and more harmonious relationship between doctors and patients.