新医改后患者和医务人员满意度研究——以上海为例

Research on satisfaction of patients and medical personnel based on the new healthcare reform: A case study in Shanghai

目的:研究新医改实施后,医务人员的工作满意度和患者满意度情况。方法:采用问卷调查法,对上海地区8家社区卫生服务中心和4家综合性医院的医务人员和患者进行调查。结果:共回收有效问卷1 001份,其中患者问卷499份,医务人员问卷502份。医务人员和患者的总体满意度都较好。患者对行政监管、就医环境、服务态度和服务能力方面的满意度较好,对药品供应、医疗费用方面的满意度较低。医务人员对工作回报的满意度最低,对医院内工作环境的满意度水平最高。社区卫生服务中心的医务人员和患者的满意度普遍比综合医院好。结论:上海地区的医务人员和患者的总体满意度较好。今后应进一步加强知识宣传,优化诊疗流程,控制医疗费用,改善医疗执业环境和工作待遇。

Objective:To study the satisfaction of patients and medical personnel after the new health care reform. Methods: Using questionnaire survey method,we interviewed patients and medical personnel in 4 comprehensive hospitals and 8 community hospitals. The number of questionnaire is 1001,the number of patient questionnaire is 499,the number of medical personnel questionnaire is 502. Results: The overall satisfaction of patients and medical personnel are good. The patient's overall satisfaction score was 3. 95,the average satisfaction score of administrative supervision,hospital environment,service attitude and service ability is more than 4 points,the average satisfaction score of the knowledge publicity,drug supply,medical expenses,medical care system and medical processes is less than 4 points. The satisfaction degree of return of work of medical personnel is lowest,The satisfaction degree of working environment is highest. Community hospital medical staff and patient satisfaction is generally better than general hospital. Conclusion: The overall satisfaction of medical personnel and patients is good in the Shanghai area. In the future,more should be done on knowledge publicity,strengthening diagnosis and treatment process optimizing,medical expense controlling,and the improvement of the social practice environment and working conditions.