广东省91家三级公立医院出院患者满意度调查现状分析

Survey of Discharged Patients’ Satisfaction in 91 Tertiary Hospitals in Guangdong Province

目的了解广东省91家公立医院出院患者满意度情况,为改善住院及出院患者医疗服务提供参考.方法由第三方调查机构对全省21个地市,91家公立医院开展出院患者满意度电话回访调查,利用SPSS 20.0软件对出院患者满意度进行统计分析.结果出院患者总体满意度得分为81.13分.按隶属关系分类,区属医院与省属及市属医院间差异显著且有统计学意义(P<0.05);按行政区域分类,粤东地区医院与珠三角地区和粤北地区医院间差异显著且有统计学意义(P<0.05).7项指标中,"医务人员服务态度"得分最高(83.57±2.41),"诊疗性价比感知"得分最低(72.17±0.52).主观满意度中,满意率、认同度和忠诚度全省平均值分别为83.61%、79.73%和78.10%.结论出院患者就医体验总体较好.应持续改善医务人员服务态度,提升医疗技术水平,加强人文关怀宣教,强化人才引进和培养,构建远程医疗协作网,重视医务人员职业获得感,进一步提升患者认同度、忠诚度和满意度.

To investigate the satisfaction of discharged Patients from 91 public hospitals in Guangdong Province and to provide reference for improving medical service. MethodsA third-party survey agency conducted a telephone interview survey on patient satisfaction from 21 municipalities and 91 public hospitals in the province. The SPSS 20.0 was used for statistical analysis. ResultsThe overall discharged patient satisfaction score was 81.13. According to the classification of the affiliation relationship, the differences between district hospitals, provincial hospitals and municipal hospitals were statistically significant (P< 0.05). According to the classification of administrative regions, there were statistically significant difference between hospitals in eastern Guangdong, pearl river delta and northern Guangdong (P< 0.05).Among the 7 indicators, the service attitude of medical staffs had the highest score (83.57±2.41), the lowest score was price-performance perception (72.17±0.52). In the subjective satisfaction, the satisfaction rate, recognition and loyalty were respectively 83.61%, 79.73% and 78.10%.Conclusion The discharged patients' medical experience was generally good. It should continue to improve the service attitude of medical staff, improve the level of medical technology, strengthen humanistic care propaganda and education, strengthen talent introduction and training, build a telemedicine cooperation network, attach importance to the sense of professional gain of medical staff, and further improve the recognition, loyalty and satisfaction of patients.