上海A医院门诊患者满意度测评及其影响因素分析

Analysis of Hospital Outpatients' Satisfaction and its Influencing Factors in Shanghai A Hospital

医院文明建设的重要目标之一就是改善患者满意度,提升患者的获得感。上海A医院在的文明建设中,开展了一系列有助于改善患者就医体验与医疗质量提高的优化项目,并从实处与细节出发细化深化患者满意度测评体系。为了解这一系列优化项目带来的成效,采用了志愿者手持IPAD移动客户端所调查的患者满意度数据,分析了医院总院区从2016年3月—2017年9月的门诊患者调查数据,应用广义多层非线性模型,特别针对患者满意率较低的细项指标进行了多因素分析,以聚焦需重点关注的内容与人群,为探索医院文明建设着力点提供借鉴。

One of the important goals of hospital civilization construction is to improve patients’satisfaction and enhance patients’sense of acquisition.In this round of civilization construction,A Hospital has carried out a series of optimization projects that can help to improve patients’medical experience and medical quality.What’s more,these pro jects also aims to improve the patient satisfaction evaluation system from the actual situation and the details.In order to measure the effectiveness of these optimization projects,the paper uses the patient satisfaction data surveyed by volunteers holding the IPAD mobile client.The date of the data is from March,2016to September,2017.The generalized multi-layer nonlinear model is used for the multi-factor analysis of the sub-indicators with low patient satisfaction rate,so as to focus on the content and people that need to be focused on.Finally,some reference for the later development of civilization is given.