不同所有制医院门诊患者体验现状

Current Experience of Outpatients in Hospitals with Different Ownership

目的了解鄂西北地区同级综合性企业医院与公立医院门诊患者就诊体验现状,比较两者影响因素的异同,引导医院相互学习,完善管理模式,不断提高医疗服务质量。方法在鄂西北地区三级甲等综合医院中分别选择一家企业医院、一家公立医院,于2018年6-8月对两院门诊患者进行调查评估,采用描述性统计、t检验及多元线性回归进行深入探索。结果影响企业医院与公立医院患者体验的共同影响因素是患者医疗费用感知、医院环境设施及服务质量。企业医院服务质量高于公立医院,环境设施低于公立医院。结论企业医院应将改进重点放在加快医院改制,吸纳资金流投入医院建设,开放就医渠道。而公立医院改进重点是促进患者分流,缓解看诊压力,提高服务质量。

Objective To understand the current situation of the outpatient experience in the comprehensive enterprise hospitals and public hospitals in the northwest of Hubei Province,compare the similarities and differences of the influencing factors,and guide the hospitals to learn from each other and improve the management mode and quality of medical services.Methods In the top ten hospitals in northwestern Hubei,an enterprise hospital and a public hospital were selected.In March 2018,the outpatients of the two hospitals were investigated and evaluated,using descriptive statistics,T-test and multiple linear regression.Results The common influencing factors affecting the patient experience of enterprise hospitals and public hospitals were patient cost perception,hospital environmental facilities and service quality.The service quality of enterprise hospitals was higher than that of public hospitals,and the environmental facilities were inferior than public hospitals.Conclusion Enterprise hospitals should focus on ac⁃celerating hospital restructuring and absorbing capital flows into hospital construction.The focus of public hospital im⁃provement is to promote patient diversion,ease the pressure of consultation,and improve service quality.