北京市某区直属二级以上医院患者满意度多级模糊综合评价

Multi-Level Fuzzy Comprehensive Evaluation of Patient's Satisfaction in a District of Beijing

目的:了解北京市某区区属二级以上医院患者满意度及其影响因素,为医院管理提供决策支持。方法:采用便利抽样法,对北京市某区直属二级以上医院的469位患者进行问卷调查,进行满意度多级模糊综合评价。结果:患者满意度各条目主要频数集中在比较满意和非常满意级别。建立一级模糊矩阵,发现门诊价格费用维度最低,仅79.50分,其次为硬件环境维度80.20分;住院医疗技术维度评分最低,为81.48分,门诊及住院患者满意度人文关怀维度评分最高,分别为86.29分和94.53分;建立二级模糊矩阵后得到门诊满意度低于住院满意度,得分分别为83.00分和90.12分;三级模糊综合评价医院患者满意度总体得分为86.76分,满意度水平较高。结论:医院管理部门及医院自身应改善医院满意度较低的薄弱环节,重点加强医院门诊建设,优化诊疗流程,改善就诊环境等,全面提升患者满意度水平。

Objective： To understand the patient satisfaction situation and its influencing factors in one district of Beijing, and provide some decision support lot the hospital management. Methods： 469 patients from level 2 above hospitals in a certain district of Beijing was investigated with questionnaire with convenient sampling. The muhilevel fuzzy comprehensive evaluation method was used in assessing the patient satisfaction. Results： Multilevel fuzzy comprehensive evaluation were used to analyze the patient satisfaction. Firstly, each item main frequency distribution is concentrated in the level of satisfied and very satisfied. Then, established a first class fuzzy matrix, and found that the outpatient price dimension was only 79.50, followed by 80.20 points in the environment dimension. The score of medical technology was lowest lot inpatients, at 81.48. The highest score of humanistic care in both outpatient and inpatient were 86.29 points and 94.53 points respectively. After the establishment of the second-degree fuzzy matrix, the outpatient satislhetion was lower than the hospitalization satisfaction. The score was 83.00 and 90.12 respectively. Finally, the overall score of the hospital patients was 86.76 and the satislhetion level was high. Conclusion： Hospital management departments should improve those weak parts, strengthen the construetion of hospital outpatient service, optimize the diagnosis and treatment process, improve the medical circumstances, so as to improve patients＇ overall satisfaction level.