Analysis on influence factors of outjjatient satisfaction in county level and munictertiary comprehensive hospital in west Guangdong province

[目的] 对广东省罗定市某医院7 - 9 月门诊患者满意度进行调查和分析,为提高门诊患者整体满意度 提出建议.[方法]在罗定市某医院对门诊患者进行随机问卷调查,Epidata整理数据并建立数据库,应用统计 学描述、相关分析以及多元线性回归分析调查数据.[结果]所调查门诊患者总体满意度为（4.23 ±0.33）分, 其中患者满意度得分最高维度为技术水平（4.43 ±0.72）分,得分最低维度为等候时间（3.92 ±0.96）分,而 影响该院门诊患者满意度的最主要因素是服务质量（ 相关系数r =0.87）.[结论]医院门诊患者整体满意度较 高,医疗技术水平是影响门诊满意度的首要因素,候诊时间长是门诊患者最不满意因素.

Objective To investigate and analyze outpatient satisfaction from Jul. to Sep. in a hospital in luoding, Guangdong province, so as togive suggestion for improving overall satisfaction of outpatient. Methods Random questionnaire was conducted for outpatients in a hosjDital in lu-oding city. EpiData collated data and established database, applied statistical description, correlation analysis and multiple nalysis data. Results Overall satisfaction of surveyed outpatients was 4. 23 ± 0. 33, the highest dimension of outpatient satisfaction scores was（4. 43 ±0. 72） for technical level, the lowest dimension score was waiting time （3. 92 ±0. 96） . Main factor of affecting outpatient satisfac-tion was service quality （correlation coefficients r = 0. 87） . Conclusions Overall satisfaction of of outpatients is high. Medical technology level is the first infliaence factor of outpatient satisfaction. Long awaiting diagnosis is the most disatisfaction factor of outpatient satisfaction.