某公立医院门诊患者忠诚度现状调查及其影响因素分析

Outpatients’loyalty and its influencing factors in a public hospital

目的探析某公立医院门诊患者忠诚度现状,为医院制定发展战略提供参考依据。方法采用方便抽样方法,对样本医院门诊患者进行问卷调查,运用一般描述性分析、卡方检验与多因素逻辑回归分析探究门诊患者忠诚度现状及其影响因素。结果该院门诊患者忠诚度为94.9%,患者权利保护(OR=2.482)、服务质量(OR=2.334)、服务态度(OR=2.202)、就诊流程(OR=2.034)是门诊患者忠诚度的影响因素。结论医院应坚持“以患者为中心”的服务理念,强化内部教育与管理,提高服务效率与质量,保障患者的合法权益,改善患者就医体验,以提升患者忠诚度,推动医院高质量发展。

Objective To explore the status quo and influencing factors of outpatient loyalty in a public hospital and to provide a reference for the hospital to formulate development strategies.Methods Outpatients of a public hospital received a questionnaire-based survey after convenient sampling.Outpatients’loyalty and its influencing factors were explored by using descriptive analysis,chisquare test,and multivariate Logistic regression analysis.Results The outpatient loyalty was 94.9%,with influencing factors including patient rights protection(OR=2.482),service quality(OR=2.334),service attitude(OR=2.202),and treatment processes(OR=2.034).Conclusions Focusing on patient-centered care,the hospital should strengthen its internal education and management,improve service efficiency and quality,protect the legitimate rights and interests of patients,and improve patients’medical experience,so as to further enhance outpatients’loyalty and promote the high-quality development of the hospital.