基于患者角度的某三级甲等公立医院住院患者满意度连续监测分析

Continuous Monitoring and Analysis of Hospitalized Patients’ Satisfaction in Public Hospital based on Perspective of Patients

目的了解三甲公立医院住院患者的满意度评分及开放性意见分布状况,为改善住院患者满意度提供决策依据。方法以某三甲医院2015-2017年的20701名住院患者为调查对象,采取电话调查方式进行患者满意度问卷调查,同时对这三年中的3543人进行开放性意见收集,分析住院患者满意度变动情况及不满意因素。结果2015—2017年住院患者对医院满意度的总体评分分别为95.18分、95.64分、96.08分,三年间差异具有统计学意义。连续三年住院患者对有形性和响应性的不满程度最高,对可靠性的不满程度最低。结论住院患者对医院满意度的总体评分逐年增高。在开放性意见反馈中,非医疗技术服务质量欠缺成为住院患者产生不满意的主要原因。建议进一步加强对非医疗技术服务的重视,优化就诊流程,为患者提供多元化服务。

Objective To understand the satisfaction scores of the inpatients in a public hospital and the distribution of open opinions,providing decision-making basis for improving the satisfaction of inpatients.Methods Ta-king 20701 hospitalized patients in 2015-2017 as the survey object,the patient satisfaction questionnaire was conducted by telephone survey.At the same time,3543 people were interviewed for open opinions,and the changes in hospitalization patient satisfaction and dissatisfaction factors were analyzed.Results The overall scores of hospitalized patients'satisfaction with the hospital in 2015-2017 were 95.18 points,95.64 points,and 96.08 points.The difference between the three years was statistically significant.For three consecutive years,inpatients had the highest level of dissatisfaction with tangibility and responsiveness and the lowest level of dissatisfaction with reliability.Conclusion The overall score of hospitalized patients for hospital satisfaction has increased year by year.In the open feedback,the lack of quality of non-medical technical services has become the main reason for the dissatisfaction of hospitalized patients.It is recommended to further strengthen the emphasis on non-medical technical services,optimize the treatment process,and provide diverse services for patients.