安徽省县级公立医院住院患者满意度对忠诚度影响分析

Analysis on the influence of patients' satisfaction degree on loyalty in the county public hospitals in Anhui Province

目的:了解县级公立医院住院患者满意度及忠诚度情况,分析满意度对忠诚度的影响。方法:采取随机分层抽样方法,根据地域分布,在安徽省皖南、皖中、皖北共随机抽取12家县级公立医院,采用自行设计的调查问卷对696例住院患者的一般人口学资料、满意度和忠诚度等情况进行调查。结果:696例住院患者总体满意度得分为(4.39±0.74)分,忠诚度得分为(8.71±1.35)分;医护人员形象、医疗服务态度、医疗质量、医疗设施环境方面的满意度影响住院患者的忠诚度。结论:县级公立医院住院患者忠诚度水平较高;医院可从树立医护人员良好形象、提高医疗质量等角度,提高住院患者满意度,培养其忠诚度。

Objective： To understand the situation of patients＇ satisfaction and loyalty of the county public hospital, and analyze the effect of satisfaction on loyalty. Methods： According to the geographical distribution, 12 county public hospitals were randomly selected from the south, middle, and north of the Anhui Province by using a random sampling method. The general demographic data, satisfaction and loyalty of 696 hospitalized patients were investigated by self-designed questionnaire. Results： The overall satisfaction score of 696 inpatients was （4.39±0.74）, and the loyalty score was （8.71±1.35）. The satisfaction degree of medical staff image, medical service attitude, medical quality, and medical facilities and environment affected the loyalty of inpatients. Conclusion： County public hospital patients are with higher levels of loyalty. The satisfaction and loyalty of patients can be improved from the perspective of establishing a good image of the medical staff and improving the quality of medical care.