5所三甲医院住院患者入院流程满意度分析

Analysis of the admission process satisfaction degree of patients in five 3A hospitals

目的调查5所三甲医院住院患者对入院流程的满意度，并分析患者入院流程满意度影响因素，以期为进一步提高医院服务质量提供参考。方法对黑龙江省5所三甲医院住院患者进行入院流程满意度问卷调查，采用多元线性回归分析满意度影响因素。结果住院患者入院流程总体满意度得分为4．43±0．60，乡镇患者入院流程满意度低于城市患者β=-0．1669）；再次住院患者入院流程满意度低于首次住院患者（β=-0．1019）。结论医院需加强院内指示标志的覆盖范围及导诊服务，提供一站式入住院办理服务，加强患者入院教育，注重持续改进医院入院流程。

Objective Investigating the admission process satisfaction degree of patients from five 3A hospitals and ana- lyzing the influencing factors for satisfaction degree in order to provide a reference for improving the quality of hospital service. Methods Questionnaires of admission process satisfaction degree were sent to patients from five 3A hospitals and collected; multiple linear regression was used to analyze the influencing factors for satisfaction degree. Results The overall score of satis- faction degree was 4.43±0.60 ; the satisfaction degree of patients from villages and towns was lower than that of patients from cit- ies（β= -0. 166 9） ; the satisfaction degree of readmission patients was lower than that of first admission patients（β= -0. 101 9）. Conclusion Hospitals need to extend the coverage of signs and guidance, provide one-stop service for admission procedures, strengthen admission education and pay more attention to sustainably improving the service quality before hospitalization.