山东省公立医院住院患者满意度调查研究

A Study on Inpatients Satisfaction in Public Hospitals of Shandong Province

目的:分析山东省公立医院住院患者的满意度现状,为进一步提高医疗服务质量提供参考依据。方法:采用分层抽样法抽取全省8个地市60家公立医院的1552例住院患者,用自行设计的调查问卷进行满意度调查研究。结果:住院患者对医院的总体满意度较高,且在各区域间比较差异无统计学意义(P>0.05)。对医疗服务、护理服务、等待入院时间等方面的满意度比较差异有统计学意义(P<0.05)。影响总体满意度的因素包括对等待入院时间、乘坐电梯便捷、护士态度、医生询问病情态度、住院费用明白合理和总费用可承受等方面的满意度。结论:改良就医环境、改善服务态度、优化住院流程、公开收费标准、合理配置医疗资源等是提高住院患者满意度的重要措施。

Objective:To explore the current situation of inpatient satisfaction with hospital care in public hospitals of Shandong province.Method:A total of 1552 inpatients were selected from 60 public hospitals in 8 cities using stratified sampling method.Patients’satisfaction were investigated through questionnaire survey.Result:The overall inpatient satisfaction was high and had no statistical difference among different regions(P>0.05).The satisfaction with medical service,nursing service and waiting time for admission were different among regions.The factors that influenced overall satisfaction included patient satisfaction with waiting time for admission,convenient elevator,nurses’attitude,doctors’attitude when inquiring symptoms,reasonable cost and affordable expenses.Conclusion:Improving hospital environment,attitude towards patients and hospitalization process,opening charging standards to public,improving the distribution of medical resources were the critical measures for improving patients’satisfaction.