基于层次分析的门诊患者选择医疗机构影响因素研究

Influencing factors of outpatients'preference for medical institutions based on analytic hierarchy process

目的通过研究患者选择医疗机构的影响因素,为促进分级诊疗、提高患者满意度及改善医院运营效率提供循证依据。方法于2020年7月至12月在太原市某三甲医院门诊区域采用偶遇抽样方法进行调查患者选择该院就诊的因素,并将患者选择该医院就诊的因素分类并建立层级,计算各个层级的权重系数(W)和组合权重系数(C),通过公式GI=Ci×Pi,根据抽样调查的影响因素占比(P),计算其各自综合评分指数,分析主要影响因素。结果技术较高是实现选择该院就诊这一目标的主要影响因素,专家多和设备先进的影响分别次之,名气大、服务态度好等因素分别位列其后。讨论继续重视做好优势资源下沉到基层;在医院管理方面,要改善候诊环境和服务,提高患者满意度,同时加强市场营销,扩大医院的影响力。

Objective To investigate the influencing factors of outpatients'preference for medical institutions and thereby provide evidencebased advices for promoting the practice of hierarchical diagnosis and treatment,improving patient satisfaction and hospital operation efficiency.Methods Between July 2020 and December 2020,an incidental sampling approach was used in the outpatient area of a tertiary grade-a hospital in Taiyuan to investigate the factors that influence outpatient preference for hospital of their treatment.Then factors of the outpatient preferences were classified and hierarchized.The weighting coefficients of each level(W)and of was each combination(C)were calculated.Using the formula GI=Ci×Pi and the proportion(P)of each influencing factor in the sample survey,the composite score indexes of individual factors were computed,and thereby the main influencing factors were identified.Results High expertise was the first leading factor to preference for a hospital of treatment,followed by number of specialist and ownership of sophisticated equipment,then the hospital reputation and service.Conclusion Attentions should be extended to devolution of superior resources to grassroot service.Hospital runners should focus on improve the environment and services at the waiting area,increase patient satisfaction,enhance marketing,and boost the visibility of their hospital.