满意度回访意见对公立医院改革的启示

the Enlightenment of Satisfaction Survey to the Reform of Public Hospitals

目的:通过患者视角归纳目前公立医院存在的问题,并思考其改革方向。方法:对2014—2016年某三甲医院患者满意度回访搜集到的7 329条意见进行整理分析,并按照意见数量占比权重高低排名,分析影响满意度的主要因素。结果:医疗费用及等候时间、后勤管理、服务质量及流程、服务态度等六大因素是影响公立医院满意度的主要原因。结论:公立医院可从体制创新、转变运行和基建投入方式、"信息化、互联网+"、加强人文教育等方面推进改革。

Objective:Through patient’s perspective to summarize the current problems of public hospitals,think about the direction of its reform.Methods:7329opinions collected by satisfaction survey during2014?2016were summarized and analyzed.Ranked by number,analyzed the main factors that affected satisfaction.Result:Medical expenses,waiting time,logistics management,quality of service,process and service attitude are the mainly six factors that affect the public hospitals’satisfaction.Conclusion:Public hospitals can promote reform from institutional innovation,change operation and infrastructure investment,”information,Internet+”and humanistic education strengthening.