急诊患者就医满意度水平及其影响因素研究

Study on patient satisfaction and its influencing factors in emergency patients

目的分析急诊患者就医满意度水平及其影响因素，为提高急诊患者满意度水平提供相关依据。方法采用方便、等距抽样的方法选取2015年8月1—15日浙江大学医学院附属第二医院急诊科每日预检分诊序号尾数为l的急诊患者，采取美国普莱斯基尼（PressGaney）的患者就医满意度问卷，在患者结束急诊就诊后进行调查并分析结果。结果共调查200例。急诊患者就医体验总体满意度评分（91．64±8．74）分；其中性别、年龄、居住地、是否第一次就诊、既往住院次数、填问卷人、就诊时间、就诊科室及就诊滞留时间间的就医体验满意度差异无统计学意义（P〉0．05）。满意度评分与患者文化程度、转归相关性较低（r=-0．251、0．262，P=0．009、0．018），与就医时辅助科室工作人员的服务态度、护理人员在提供护理时所做的说明、护理人员能否保护隐私、到达急诊后预检人员接待的等候时间及医生对疾病用药治疗所做的解释相关性较高（r=0．79—0．84，均P〈0．05）。结论影响急诊患者就医满意度水平最主要的因素是辅助科室工作人员的服务态度；护理人员在提供护理时所做的说明和隐私保护；到达急诊后患者接诊的时间与医生对疾病用药等所做的解释。今后的工作中将会是提升患者急诊就医体验与满意度水平的关键内容。

Objective To analyze the level of satisfaction and its influencing factors in emergency patients, and to improve the satisfaction level of emergency patients. Methods The patients who visited the emergency department with the triage number ended with 1 from August 1 to August 15, 2015 in Second Affiliated Hospital of Zhejiang University School of Medicine were selected by the method of convenience and equidistant sampling, to take the Press Ganey＇ s Patient Satisfaction Questionnaires which were collected and analyzed at the end of the patient＇s emergency treatment. Results A total of 200 cases were investigated. Patient experience overall satisfaction was （91.64 _＋ 8.74） points. There were no significant differences in satisfaction between the gender, age, place of residence, the investigator, the clinic department, the time to wait, whether the first visit and the previous stay in hospital （P〉0.05）. The correlation between the satisfaction score and the patient＇s education, prognosis was less （r=-0.251,0.262, P =0.009,0.018） , but more higher correlated with the service attitude of ancillary hospital staff, nursing staff in the provision of nursing instructions, nursing staff can protect the privacy, the waiting time of the triage and the doctor＇s explanation of the treatment of the disease （r=0.79-0.84, P〈0.05）. Conclusions The service attitude of the ancillary hospital staff, nursing staff in the provision of care instructions and privacy protection, and the waiting time of the triage and the doctor＇s explanation of the treatment are the most important factors influencing the patients＇ satisfaction in emergency department which also will be the key content for us to improve the patients＇ experience and satisfaction inemergency patients.