基于结构方程模型的民营医院住院患者满意度研究

Research on Satisfaction of Inpatients in Private Hospitals Based on Structural Equation Modeling

目的:以第三方视角分析民营医院住院患者感知的医疗服务质量现状及其对总体满意度和忠诚度的影响,为民营医院改善服务质量和持续发展提供建议。方法:采用方便抽样方法对全国15所民营医院的2161名住院患者进行自制问卷调查,采用SPSS 21.0和AMOS 22.0进行一般描述性统计分析、因子分析、信效度检验、相关分析和结构方程模型检验。结果:患者医护服务的满意度最高,对环境的满意度最低;量表信效度和模型拟合度良好;工作效率、环境、医护服务、诊疗效果、权益保障5个体验维度与患者满意、忠诚之间具有中等程度的相关性;患者体验对患者满意、患者满意对患者忠诚的标准化路径系数分别为0.967和0.899;患者体验对患者忠诚的标准化路径系数为-0.117且不显著;工作效率、环境、医护服务、诊疗效果和权益保障对患者体验的标准化路径系数分别为0.982、0.937、0.963、0.976和0.986。结论:民营医院医疗服务质量与患者忠诚度之间直接关系不显著,二者通过中介变量患者满意度联系,应设计具有针对性的营销策略,强化患者满意度以提高忠诚度;医务人员除了要拥有较高的技术水平外,还要具备人际沟通技巧;民营医院在具备同等医疗服务质量时,即使费用稍高也同样具有吸引力。

Objective:To analyze the current status of medical service quality perceived by inpatients in private hospitals and its impact on overall satisfaction and loyalty from a third-party perspective,and to provide suggestions for private hospitals to improve service quality and sustainable development.Methods:A self-made questionnaire survey was conducted on 2161 inpatients in 15 private hospitals across the country using a convenient sampling method,SPSS 21.0 and AMOS 22.0 were used for general descriptive statistical analysis,factor analysis,reliability and validity test,correlation analysis and structural equation modeling test.Results:The satisfaction of medical services was the highest,and the satisfaction of the environment was the lowest.The reliability and validity of the scale and the fit of the model were good.The five experience dimensions of work efficiency,environment,medical services,diagnosis and treatment,and rights protection had moderate correlation between patient satisfaction and loyalty.The standardized path coefficients of patient satisfaction to patient experience and satisfaction to patient loyalty were 0.967 and 0.899 respectively.The standardized path coefficient of patient loyalty in patient experience was-0.117 and not significant.The standardized path coefficients of work efficiency,environment,medical service,diagnosis and treatment effect and rights protection for patient experience were 0.982,0.937,0.963,0.976 and 0.986,respectively.Conclusion:In private hospital,the direct relationship between the quality of medical services and patient loyalty is not significant,and two aspects are linked through the mediating variable patient satisfaction.Therefore,targeted marketing strategies should be designed to enhance patient satisfaction in order to improve patient loyalty.Besides high technical level,medical personnel should also have interpersonal communication skills.Private hospitals are equally attractive even if the cost is slightly higher when the quality of medical services is the same or even better.