某公立三甲医院住院患者满意度调查分析

Survey Analysis on Inpatients' Satisfaction Degree in a Public Hospital of Class A and Grade Three

目的通过了解住院患者对医院服务的满意情况,探讨影响满意度的因素,为医院提升管理水平提供参考依据。方法采用随机抽样方式,对辽宁省某公立三甲医院某时段住院患者进行问卷调查,利用SPSS统计软件,分析住院患者满意度情况及其影响因素。结果住院患者总体满意率为99.1%;不同人口学特征的住院患者满意率无统计学差异;各项评价指标中,医院膳食、住院费用和反映问题的渠道等三个方面满意度较低。结论改善医院膳食,合理制定诊疗费用,保障医患沟通渠道畅通,提升医院管理服务水平,可提高患者满意度。

Objective To understand inpatients satisfaction with hospital service,discuss the factors influencing satisfaction degree and provide reference to improve hospital management. Method The authors made the questionnaire survey on the inpatients during a certain time in a public hospital of Class A and Grade Three to analyze inpatients＇ satisfaction degree and the influencing factors by using random sampling, and SPSS statistical software. Result The general inpatients＇ satisfaction degree is 99. 1% and there is no statistical difference in inpatients＇ satisfaction degree of different demographic characteristics. Among all indicators, the satisfaction degrees are low with hospital meals,expenses, and the channels for reflecting problems. Conclusion The inpatients＇ sat- isfaction degree can be improved with the improvement in hospital meals, reasonable system formulation of diagnosis and treatment, smooth patient-doctor communication, and upgraded hospital management.