深圳市口腔科门诊患者满意度及其影响因素研究

Research on Satisfaction and Influencing Factors on Out-Patients of Stomatology Department in Shenzhen

目的:探究深圳市口腔科门诊患者总体满意度及其影响因素。方法:2021年10月,在深圳市60家开展口腔医疗服务的机构中通过面对面形式展开门诊患者问卷调查,采用描述性统计、卡方检验和二元逻辑回归分析患者满意度及其影响因素。结果:88.21%的门诊患者对就诊情况评价为满意。医保类型、就诊区域、挂号难度、就诊等待时间、就诊费用均是口腔科门诊患者满意度的显著影响因素(P<0.05)。其中,全自费患者和深圳西部区域口腔医疗机构的患者不满意的概率更大,挂号难度大、就诊等待时间长、就诊费用高是患者满意度的负向影响因素。结论:深圳市口腔科门诊患者满意度总体上评价良好,但还有一定提升空间。建议通过扩大医保基金的覆盖范围,改善医疗机构的就诊等待区域物理环境,来进一步提高深圳市口腔科门诊患者的满意度。

Objective:To study the patient satisfaction and its influencing factors on out-patients of stomatology departments in Shenzhen.Methods:In October 2021,a questionnaire survey of outpatients was conducted in 60 institutions providing dental care services in Shenzhen through a face-to-face format.Descriptive statistics,chi-square test and binary logistic regression were used to analyze patient satisfaction and its influencing factors.Results:The results of analysis indicated that 88.21% of out-patients were satisfied with medical treatment.The type of medical insurance,treatment area,difficulty of registration,waiting time for treatment,and medical expense were all significant influencing factors for the satisfaction of out-patients in the dental clinics(P<0.05).Self-paying patients and patients from western dental medical institutions were more likely to be dissatisfied.More difficult to register,longer waiting time for treatment,and higher medical expense were negative factors that affected patient satisfaction.Conclusion:The patient satisfaction of out-patients of stomatology departments in Shenzhen was generally good,but there were some aspects to improve.It was suggested that the government should further improve the patient satisfaction by expanding the coverage of medical insurance and improving physical environment of waiting areas in medical institutions.