河南省三级综合性中医院患者后勤服务满意度调查

Investigate on the Satisfaction of Patients’ Logistic Service in Tertiary General Traditional Chinese Medicine Hospitals in Henan

目的调查河南省三级综合性中医院患者后勤服务满意度并分析其影响因素。方法随机抽取河南省7家三级综合性中医院的1837例门诊患者和住院患者,采用自行设计的综合性中医院后勤服务满意度测评体系进行现场调查。结果河南省三级综合性中医院患者后勤服务满意度总体得分为(3.88±0.63)分。3个一级指标中,得分最低的为"商业便民服务",得分最高的为"服务质量";28个二级指标中,得分最低的为"停车便利性",最高的为"室外环境"、"导医服务"和"导医专业知识和效率"。单因素分析结果显示,就诊科室、年龄、调查对象类型、疾病严重程度和付费方式均与患者后勤服务满意度得分相关(均P<0.05)。多因素Logistic回归结果显示,就诊科室和疾病严重程度均是患者后勤服务满意度得分的独立影响因素(均P<0.05)。结论河南省三级综合性中医院患者后勤服务满意度还有较大的提升空间,行政后勤管理人员应根据患者的就诊特征,针对重点科室采取措施,提高患者后勤服务满意度。

Objective To investigate the satisfaction of patients’ logistic service in tertiary general traditional Chinese medicine hospitals in Henan and analyze the influencing factors.Methods A total of 1 837 outpatients and inpatients were randomly selected from 7 tertiary general traditional Chinese medicine hospitals in Henan. The self-designed comprehensive logistic service satisfaction evaluation system of general traditional Chinese medicine hospital was used for field investigation.Results The overall score of patients’ logistic service satisfaction in tertiary general traditional Chinese medicine hospitals in Henan was 3.88±0.63. Among the 3 first level indexes, The lowest score was "commercial convenience service", and the highest score was "quality of service". Among the 28 second level indexes, the lowest score was "parking convenience", and the highest scores were "outdoor environment", "medical guidance service" and "professional knowledge and efficiency of medical guidance". Univariate analysis showed that treating department, age, type of respondents, disease severity and payment way were all related to the score of patients’ logistic service satisfaction(all P<0.05). The results of multivariate logistic regression showed that treating department and disease severity were the independent influencing factors for the score of patients’ logistic service satisfaction(both P<0.05).Conclusion The satisfaction of patients’ logistic service in tertiary general traditional Chinese medicine hospitals in Henan still has a large space for improvement. Logistical administrators should take measures for key departments according to the patients’ treating characteristics to improve the satisfaction of patients’ logistic service.