基于重要性矩阵分析门诊患者就医体验关键驱动因素

Key driving factors of outpatient experience based on importance matrix analysis

[目的]分析北京市区属医院门诊患者就医体验关键驱动因素,为评价患者就医体验提供依据并提出提升策略。[方法]对北京市16个区48家区属医院门诊患者进行问卷调查,采用满意度-重要性矩阵分析门诊患者就医体验的关键驱动因素。[结果]共调查门诊患者2755例,门诊患者总体满意度得分为(4.00±0.73)分,在医院类型、患者年龄、职业、文化程度、医保类型以及挂号方式上有统计学意义。门诊患者对"医务人员的服务态度"满意度得分最高,为(4.20±0.69)分,对"就诊所花费时间"及"就诊费用"满意度得分较低,分别为(3.58±0.97)分和(3.63±0.92)分。[结论]北京市区属医院门诊患者对就医体验的整体满意度较高,医院应持续提高医务人员技术水平,保持竞争优势。"就诊费用""就诊时间"是医院亟待改进的方面,需引起医院及相关政府部门的重视。

Objective To analyze key driving factors of outpatient experience in district hospital of Beijing so as to provide basis and put forward upgrade suggestions for evaluating patient’s medical experience.Methods Questionnaire survey was used to investigate outpatients from 48 district hospitals in 16 districts of Beijing,and satisfaction-importance matrix analysis was used to analyze key driving factors of outpatient experience.Results It investigated 2755 outpatients whose overall satisfaction score was(4.00±0.73).There was statistical significance in hospital type,patient’s age,occupation,education background,medical insurance type and registration mode.The satisfaction score of outpatient to"service attitude of medical worker"was the highest(4.20±0.69)the score of"spend time on diagnosis"and"medical cost"was lower which was(3.58±0.97)and(3.63±0.92)respectively.Conclusions The overall satisfaction of outpatient’s medical experience in district hospital of Beijing is high.Hospital should continue to improve technical skill of medical workers,and keep competitive edge."Medical expenses"and"treatment time"need to be improved,which hospital and relevant governmentdepartments should pay more attention to these aspects.