某医院患者对入院流程满意度及改善点研究

Studying on The Patients' Satisfaction Degree on Hospital Admission Process and Its Improvements

目的:了解某医院入院流程现状,探索患者入院流程满意度的影响因素,为提高患者满意度,提供改进方向。方法:采用便利抽样,随机选取2017年7月某医院的691名入院患者并实施问卷式调查,进行单因素方差分析及多元线性回归分析。结果:(1)63. 9%的入院患者在≤30min完成入院流程,入院流程满意度总评分为38. 02±4. 92分。(2)窗口排队时间≤5min的患者与不等待的患者在入院流程满意度上不存在统计学差异。(3)窗口排队时间、窗口办理时间、等待护士分配床位时间、办理流程总时间、患者费用支付类型、办理人学历是患者入院流程满意度的影响因素。(4)重要性矩阵分析显示等候护士分配床位时间进入优先改进区。结论:5min为患者"耐受"等待时间,可作为窗口排队时间的改善目标;缩短等待护士分配床位的时间可作为优先改善环节;基于患者特征和需求,提供精益服务。

Objective To understand the status of hospital admission procedure, and analyze the factors to influence the patients＇ satisfaction. Method 691 cases of inpatients being admitted to hospital in July 2017 were randomly selected with convenience sampling method, and surveyed with questionnaires. Data was analyzed with ANOVA and multivariate linear regression analysis. Results ①63.9% of the admitted patients completed the admission process within 30 minutes. The total score of satisfaction degree on admission process was 38.02 ± 4.92. ②There had no significantly different satisfaction between patients who queued for less than 5 minutes and those who did not wait. ③Factors of waiting time, admission duration, total time, type of payment, and their education background can influence the patients＇ satisfaction degree on hospital admission process. ④Matrix analysis showed that time for waiting for the nurses＇ assigning bed entered the priority improvement area. Conclusion 5 rain is the patients＇ ＂tolerant＂ waiting time, which can be used as an improvement goal for window queuing time. It is recommended to preferentially reduce the time for waiting for the nurses＇ assigning bed to improve the patients＇ satisfaction on admission process and provide better services.