南京市三甲医院门诊患者非医疗技术服务满意度因子分析

Factor Analysis of Out-Patient's Satisfaction on Non-Technical Service of Third-Grade Class-A Hospitals in Nanjing City

目的:了解南京市三甲医院门诊患者非医疗技术服务满意度及影响因子,为医院管理工作的改进提供参考。方法:选取南京市三甲综合医院、中医院、妇幼保健院、专科医院各1家进行问卷调查,调查对象共计820人。结果:门诊患者对非技术服务的综合满意度评分为4.038,处于比较满意水平。影响患者对非技术服务满意度的因子按贡献度排序由高到低依次为职业道德和态度、医药费用、就医设施及环境、就医便捷程度;门诊患者各因子的满意度综合得分由高到低依次为就医设施及环境、就医便捷程度、医药费用、职业道德和态度。结论:应重视对医务人员的服务理念教育,合理控制就医费用,改善就医环境,提高便捷程度。

Objective: To understand the satisfaction degree and influencing factors of non-technical service of outpatients of the Third-Grade Class-A hospitals in Nanjing City, so as to provide reference for improving hospital management. Methods: Totally 820 outpatients selected from 4 representative Third-Grade Class-A hospitals that were sampled from general hospitals, traditional Chinese medicine hospitals, maternity and child care centers and specialized hospitals in Nanjing were investigated by questionnaire. Results: The overall outpatient satisfaction was high and the score was 4.038. According to the degree of contribution of factors influencing satisfaction on non-technical service, the order was as follows: occupational ethics and attitude > cost level > medical facilities and environment > convenience for medical treatment. The scores of satisfaction of factors in outpatient were as follows: medical facilities and environment > convenience for medical treatment > cost level > professional ethics and attitude. Conclusion: More attention should be paid to service concept education of the the medical staff, the guidance on the knowledge of humanities should be strengthened, the medical expenses should be controlled reasonably, and the overall environment and the convenience of the medical treatment should be improved.