我国136所三级医院住院患者满意度调查

Consumer satisfaction with inpatient services at 136 tertiary hospitals in China

目的了解《进一步改善医疗服务行动计划》落实1年来住院患者的就医满意度。方法在全国31个省、自治区、直辖市和新疆生产建设兵团的136所三级医院中，现场调查即将办理出院的住院患者满意度，共回收有效问卷19938份。结果住院患者总体满意度得分为（93.1±5.7）分（95%CI 92.1-94.1）；＂膳食质量＂指标的满意度最低。自付比例高的住院患者满意度比自付比例低的满意度低（t检验，P〈0.001），住院患者自付比例与满意度呈负相关。选择医院就医时，住院患者主要考虑＂技术水平高＂＂服务态度好＂＂设备先进＂。结论除了提供医疗服务，医院应充分重视和加强非医疗服务。患者就医自付的费用水平和医疗保障程度，对于患者的就医体验十分重要。切实提高医疗保障范围和水平，将对提高患者就医满意度有重要贡献。

Objective To investigate inpatient satisfaction for the past year following the implementation of China Healtheare Improvement Initiative. Methods Structured questionnaire was used to interview 19 938 inpatients immediately before discharge from 136 tertiary hospitals across 31 provinces in China, with 19 938 valid questionnaires recovered. Results Inpatients＇ overall satisfaction rate was 93.1 ± 5.7 （95% CI 92. 1 - 94. 1）. Patients were least satisfied with hospital food. The satisfaction of sample inpatients with high proportion of out-of-pocket payment is lower than that with low out-of-pocket payment（P〈0.05）. The proportion of out-of-pocket payment was negatively correlated with satisfaction rate. ＂ Medical technology＂ ,＂ Kindness＂ and ＂ Advanced equipment＂ are the most concerns for inpatients. Conclusions Healthcare affordability and amenity services deserve higher attention of the hospitals in addition to their medical services. The level of out-of-pocket payment and health insurance security is critical to inpatients satisfaction. Improving health insurance security will greatly contribute to raising inpatients satisfaction.