成都市公立医院门诊患者总体满意度及服务接触质量分析

Overall satisfaction and service encounter quality of outpatients in public hospitals of Chengdu City

目的了解成都市公立医院门诊患者服务接触质量,分析影响门诊患者总体满意度的因素。方法随机选取成都市4家典型公立医院,采取方便抽样对门诊患者进行调查,对收集到的变量进行描述性分析、χ^(2)检验、秩和检验和多因素二分类Logistic回归分析。结果成都市门诊患者女性多于男性,年龄集中在18~55岁;门诊总体满意度平均分为(4.11±0.76);影响门诊患者前三项主要因素为医生态度(OR=4.256)、医疗费用(OR=2.239)、就诊环境(OR=1.997)。结论医生态度和就诊环境越好,患者主观满意度越高;通过降低医疗费用、延长医生诊治时间和优化服务流程可以有效提升门诊满意度。

Objective To explore the service encounter quality of outpatients in public hospitals of Chengdu City and to analyze the factors affecting the overall satisfaction of outpatients on the basis of demographic characteristics.MethodsIn Four typical public hospitals in Chengdu City were randomly selected,convenience sampling was adopted to conduct a survey among outpatients there,and descriptive analysis,chi-square,rank-sum test and multivariate disaggregated logistic regression analysis were conducted on the collected variables.ResultsIn Chengdu,the number of female outpatients was more than that of males,and the age ranged from 18 to 55.The average score of overall satisfaction was(4.11±0.76).The top three major factors affecting outpatients’satisfactionwere doctors’attitude(OR=4.256),medical expenses(OR=2.239),and medical environment(OR=1.997).Conclusions The better the attitude of doctors and medical environment,the higher the satisfaction of patients.Meanwhile,reducing medical expenses,extending doctors’diagnosis and treatment session,and optimizing service process can also improve the satisfaction of patients.