基于结构方程模型的医护人员忠诚度对患者满意度影响研究

Impact of medical staff loyalty on patient satisfaction： a study based on structural equation model

目的研究医护人员忠诚度与患者满意度之间的路径关系和作用机制。方法以南京市某三级甲等综合医院医护人员和住院患者为研究对象，对医护人员和患者按照1：2匹配比例进行抽样，共发放问卷840份，最终有效问卷匹配269组；选取患者感知医护人员服务质量为中间变量，运用Mplus7．0统计软件建立结构方程模型，对医护人员忠诚度与患者满意度之间的关系进行实证研究。结果医护人员忠诚度对患者满意度及医护人员服务质量有一定的正向影响（P〈0．001）；医护人员服务质量对患者满意度也有一定的正向影响（P〈0．001）；而医护人员忠诚度则是通过患者感知医护人员服务质量间接影响着患者满意度（中介效应值0．364〉直接效应值0．143）。结论应用结构方程模型能够揭示医护人员忠诚度对患者满意度的影响关系和程度。医院应重视提高医护人员的忠诚度、医疗技术水平和沟通能力，进而有效提高患者满意度。

Objective To learn the relationship and operating mechanism between medical staff＇s loyalty and patient satisfaction. Methods Medical staff and inpatients of a tertiary hospital in Nanjing were sampled at a 1 ： 2 ratio for study, with 840 questionnaires released and 269 valid questionnaires recovered; medical staff service quality as perceived by inpatients served as the intermediate variable, with Mplns7. 0 used to build a structural formula model for an empirical study of the relationship between staff loyalty and patient satisfaction. Results Staff loyalty exerts certain positive influence on patient satisfaction and staff service quality （ P 〈 0. 001 ） ; service quality also exerts some positive influence on patient satisfaction （ P 〈 0. 001 ） ; staff loyalty indirectly exerts positive influence（ P 〈 0. 001 ） via the service quality as perceived by patients （mediation effect value 0. 364 〉 direct effect value 0. 143 ）. Conclusions Structural formula model can reveal the relationship and extent of the influence of staff loyalty on patient satisfaction. This indicates that hospitals should enhance the loyalty, medical competence and communication skills of their medical staff for higher patient satisfaction.