某三甲妇幼保健院门诊患者满意度及影响因素分析

Analysis on Satisfaction Degree and Influencing Factors of Outpatients in a 3A Maternal and Child Health Care Hospital

目的探究某三甲妇幼保健院门诊患者满意度的影响因素,为提高医院服务质量提供参考。方法选取某三甲妇幼保健院2020年1—12月3936例门诊患者为研究对象,设基本信息及满意度调查量表,运用Logistic回归分析等方法对患者满意度进行分析。结果总体满意率为80.33%,但在挂号等候时间、候诊时长等方面满意率评价相对较低。不同性别、年龄、职业类型、来院理由、费用类别、挂号方式及初复诊患者满意度比较,差异有统计学意义(P<0.05)。费用类别(OR=0.808)、挂号方式(OR=1.439)、初复诊(OR=1.196)为门诊患者满意度的影响因素(P<0.05)。结论费用类别、挂号方式、初复诊与满意度有关,加强医疗管理、改善预约诊疗制度流程、建立完善医患沟通体系等是提高门诊患者满意度的重要途径。

Objective:In order to explore the influencing factors of the satisfaction degree of outpatients in a 3A maternal and child health care hospital and provide references for improving the service quality of the hospital.Method:3,936 outpatients in a 3A maternal and child health care hospital from January to December 2020 were selected as the research objects.Basic information and satisfaction survey scale were set up,and the patient satisfaction was analyzed by using logistic regression analysis and other methods.Result:The overall satisfaction rate is 80.33%,but the satisfaction rate is relatively low in terms of waiting time for registration and waiting time.There was a statistically significant difference(P<0.05)in gender,age,occupational type,reason for admission,expense category,registration method,and satisfaction with initial and follow-up patients.Cost category(OR=0.808),registration method(OR=1.439),and initial and follow-up visits(OR=1.196)were the influencing factors for outpatient satisfaction(P<0.05).Conclusion:The cost category,registration method,initial and follow-up visits are related to satisfaction.Therefore,strengthening medical management,improving the appointment and treatment system process,and establishing a sound doctor-patient communication system are important ways to improve outpatient patient satisfaction.