2018-2019年鞍山市公立医院患者满意度调查分析及政策建议

Investigation and Analysis of Patient Satisfaction in Anshan Public Hospitals in 2018 to 2019 and Policy Suggestions

目的通过科学建立患者满意度评价指标体系和实施公立医院患者满意度调查,分析满意度状况及其影响因素,利用战略管理理论提出政策建议。方法采用问卷调查的方式,于2020年3-5月对辽宁省鞍山市市属公立医院2018年、2019年门诊和住院患者满意度情况开展调查,分析影响患者满意度的主要因素,并通过满意度得分和指标权重分析,提出公立医院改进政策建议。结果2018年、2019年鞍山市公立医院总体满意度尚可,其中医德医风、就医流程、医疗技术、医患沟通、医疗安全、就医环境、医疗效果满意度指标评价为比较满意,收益评价、便利服务、项目适宜指标评价为一般满意,合理收费指标评价为不满意。影响总体满意度的因素有就医环境、医德医风、合理收费、项目适宜、收益评价、医疗效果、便利服务、医疗安全、医疗技术。综合满意度得分和指标权重分析,鞍山市公立医院在检查收费、项目适宜性、费用透明及效果体验方面满意度较低,其他方面尚可。结论总体看鞍山市公立医院患者就医满意度尚可,但在检查收费、项目适宜性、费用透明和政策宣传等方面还需加强,要进一步完善医保支付和分级诊疗相关政策,提高政策普及程度,逐步提高患者就医满意度水平。

Objective This paper aims to establish a patient satisfaction evaluation index system scientifically and implement a patient satisfaction survey in public hospitals,analyze the satisfaction status and its influencing factors,and put forward policy recommendations using strategic management theory.Methods A questionnaire survey was conducted to investigate the satisfaction of outpatients and inpatients in Anshan municipal public hospitals in Liaoning province in 2018 and 2019 from March to May 2020.The main factors affecting patient satisfaction were analyzed,and through the analysis of satisfaction scores and indicator weights,policy recommendations for improving public hospitals were put forward.Results In 2018 and 2019,the overall satisfaction of public hospitals in Anshan city was acceptable.Among them,the patients were mostly satisfied with the satisfaction indexes of medical ethics and medical style,medical treatment process,medical technology,doctor-patient communication,medical safety,medical treatment environment and medical effect.Patients were generally satisfied with the benefit evaluation,convenient service,and project suitability index,and dissatisfied with the reasonable charge index.The factors that affect the overall satisfaction include medical environment,medical ethics,reasonable charges,appropriate items,benefit evaluation,medical effect,convenient service,medical safety,and medical technology.Comprehensive analysis of satisfaction scores and index weights shows that patients from Anshan public hospitals were less satisfied in terms of inspection fees,project suitability,cost transparency,and effect experience,while other aspects were acceptable.Conclusion Overall,the satisfaction of patients in public hospitals in Anshan city is acceptable,but needs to be strengthened in terms of inspection fees,project suitability,cost transparency,and policy publicity.It is necessary to further improve the policies related to medical insurance payment and hierarchical diagnosis and treatment,increase the popularity of policies,and gradually improve the level of patient satisfaction with medical treatment.