基于不同性别患者的某肿瘤专科医院就医满意度差异研究

Study on the Difference of Medical Satisfaction of Different Gender Patient Groups in a Cancer Hospital

目的调查分析某三级甲等肿瘤专科医院不同性别患者群体就医期望和感知差异,为医院改进医疗服务质量提出建议。方法在SERVQUAL模型的基础上整合医疗服务质量评价量表,采用分层随机抽样方法对黑龙江省某肿瘤专科医院178名患者进行问卷调查。结果医院不同性别患者对医院服务质量的期望得分存在差异,不同性别患者对服务质量的实际感受得分比较,差异无统计学意义,女性患者在所有维度实际得分和期望得分之间的差异均有统计学意义,男性患者在可靠性、移情性、响应性和有形性的差异有统计学意义。结论医务人员应认识并重视不同性别患者的就医需求差异性,医院持续改善医疗服务,开发有效的患者满意度评价系统,加强医务人员培训,增强制度建设,有针对性地改进医疗服务质量。

Objective To investigate and analyze the difference of expectations and perceptions of different gender patients in a tertiary grade A hospital,and to put forward suggestions for improving the quality of medical services in the hospital.Methods On the basis of SERVQUAL model,178 patients in a cancer hospital in Heilongjiang Province were investigated by stratified random sampling.Results There were differences in the expected scores of different gender patients on hospital service quality,no statistical significance was found in the actual feeling scores of different gender patients.There was statistical significance in the actual and expected scores of female patients in all dimensions.There was statistical significance in the reliability,empathy,responsiveness and tangibles dimensions of male patients.Conclusion Medical staff should recognize and pay attention to the differences of medical needs of different genders patients,continuously improve medical services,develop effective patient satisfaction evaluation system,strengthen medical staff training and system construction,and continuously improve the quality of medical services.