不同类型医院门诊患者满意度调查及分析

Investigation and Analysis of Outpatients Satisfaction among Different Types of Hospitals

目的分析不同类型医院门诊患者满意度的差异,为服务质量提升提出建议。方法采用方便抽样法对山东省2家专科医院及3家综合医院的1 000名门诊患者进行满意度问卷调查,并应用SPSS 22.0统计软件对调查结果进行描述性分析以及χ2检验、两独立样本t检验、多元线性回归分析。结果专科医院和综合医院的消费人群差异明显,性别、年龄、受教育程度、职业类别、医保类型、家庭年收入、患者来源差异均有统计学意义(P<0.05);门诊患者总体满意度较高(专科:3.72±0.67;综合:3.79±0.79),但就诊流程评分较低(专科:2.10±1.28;综合:2.55±1.85)。两类医院满意度影响因素有性别、年龄、受教育程度、职业类别、医保类型。影响程度排序有所不同,年龄为重要的满意度驱动因素。结论专科医院与综合医院门诊目标消费人群差异明显,应立足自身功能定位,制定服务策略;门诊患者满意度分布不均,应重视就诊流程的优化设计,改善患者体验;同时满意度评价呈现人群特征,应加强对重点人群的需求分析,采取有针对性的服务。

Objective To analyze the outpatient satisfaction in different types of hospitals, and give suggestions to improving the service quality of hospitals. Methods Onsite questionnaire survey was conducted with convenience sampling method among 1000 outpatients in two specialized hospitals and three general hospitals, results were analyzed by descriptive analysis, χ^2 test, two independent samples t test and multiple linear regression analysis by the SPSS 22.0. Results There were significant differences in consumer groups between specialized hospitals and general hospitals on gender,age, education level, profession, insurance types（ P 〈0.05）. The overall satisfaction of outpatients was higher （specialized hospital 3.72±0.67; general hospital 3.79±0.79 ）, but the satisfaction of the outpatient process was lower （specialized hospital 2.10±1.28; general hospital 2.55±1.85 ） among both kinds of hospitals. The rank of determinants of satisfaction between hospitals were different, age was an important factor of satisfaction. Conclusion Specialized hospitals and general hospitals should strengthen the analysis of the needs of the key groups, provide concerned services, and pay attention to the optimal design of the outpatient process to improve the patient experience. Furthermore, the satisfaction presented the population disproportionation, which should strengthen the demand analysis to the key population,and adopt targeted service.