四川省公立医院门诊服务接触质量调查

Investigation and Countermeasure Research on Outpatient Service Encounter Quality in Public Hospitals in Sichuan Province

目的:探讨患者对公立医院门诊服务接触质量的评价,分析医院等级及人口统计变量对评价的影响,提出相应的对策建议。方法:运用门诊服务接触质量评价量表对患者进行方便抽样调查,对资料进行描述性统计和方差分析。结果:门诊服务接触质量处于中等偏上水平,有形环境接触和医务人员接触的评价较服务系统接触的评价较高。二级医院和三级医院的有形环境接触质量有显著性差异。性别、年龄、文化和收入对门诊服务接触质量评价均有影响。结论:医院可从再造服务流程、优化就诊环境、改善医患互动角度提升门诊服务接触质量。

Objective： To discuss the evaluation of service encounter quality of outpatient service from patient perspective in public hospi- tals, analyze the influence of hospital level and demographic variables, and put forward the corresponding suggestions. Methods： A convenience sampling survey was conducted on patients in Sichuan public hospitals using outpatient service encounter quality evaluation table. The data were analyzed by descriptive statistics and variance analysis. Results： Outpatient service encounter quality was in the upper middle level. The physical encounter quality and medical personnel encounter quality were higher than that of the service system. There was difference in physical encounter evaluation quality between 2-level hospital and 3-level hospital. There was no significant difference between personnel encounter and system en- counter. Gender, age, income and education level had a significant effect on the outpatient service encounter quality evaluation. Conclusion： Public hospital can improve the quality of outpatient service encounter from process reengineering, environment optimizing and doctor-patient in- teraction improving.