21所军队医院患者满意度调查

Survey on Patient Satisfaction in 21 Military Hospitals

目的调查军队综合医院患者满意度,对比不同调查方式、军地患者及不同类型医院的满意度差异。方法借助专用调查平台,采用邮寄函件或群发短信的方式对21所不同类型军队综合医院出院患者发送调查邀请,项目包括医疗质量、诊疗流程、后勤保障等六个维度18项内容,采用Likert5级评分法。结果患者总体满意率为94.61%,其中军队患者95.86%,地方患者93.40%,军队高于地方(χ2=8.713,P<0.01);以短信方式进行调查的军队、地方患者满意度得分存在统计学差异(t=6.398,P<0.01),不同调查方式的同类人员满意度得分差异不显著;各类医院间满意率差异明显(χ2=23.912,P<0.01),由高到低依次是队属医院、教学医院、总医院、中心医院;整体来看,医疗流程、就诊环境和后勤保障与患者期望差距较大。结论患者对军队医院服务保障工作总体比较满意,军地患者略有差异,各类医院互有优劣,可通过改善服务质量、强化综合能力、完善考核措施来提升。

Objective To investigate the patient satisfaction in military general hospitals,and to compare the patient satisfaction by different survey methods and among different patients（ from military or civilian） and different types of hospitals. Methods Professional survey platform was used to send survey invitations to patients from 21 military hospitals by e-mail or message. The questionnaire covered 18 items from 6 aspects,such as medical quality,diagnosis and treatment procedures,logistical support and so on. And the Likert 5 grade method was used. Results The overall patient satisfaction rate was 94. 61%,95. 86% for military patients and 93. 40% for civilian patients. The rate of military patients was higher than that of civilian patients（ χ2 = 8. 713,P 〈0. 01）.And there was significant difference in patient satisfaction scores between military and civilian patients surveyed by messages（ t-test was used and t = 6. 398,P 〈0. 01）. However,there was no significant difference between different survey methods. The difference in satisfaction rate among various types of hospitals was significant（ χ2=23. 912,P 〈0. 01） with the highest rate in team hospitals followed by teaching hospitals,general hospitals and central hospitals. As a whole,there was a big gap between medical procedure,medical environment and logistics support and patients＇ expectations. Conclusion Patients are satisfied with the service support of military hospitals.There are slight differences among military and civilian patients and each type of hospital has its own advantages and disadvantages. All of this can be improved by enhancing service quality,strengthening comprehensive capabilities and improving assessment measures.