北流市某三级综合医院门诊患者满意度调查及分析

Survey and analysis of outpatient satisfaction in a tertiary care hospital in Beiliu

目的通过横断面调查了解北流市某三级综合医院门诊患者满意度并分析其影响因素,明确该地区门诊患者满意度现状,为未来改善门诊就诊流程提出参考意见及建议,促进该地区门诊就诊患者满意度的提升。方法选取2023年2月-4月于北流市人民医院门诊就诊的患者共计120例作为研究对象,采用该院《门诊患者对护理工作满意度调查表》为研究工具进行调研,调查结果采用SPSS26.0进行数据的统计分析,探讨影响满意度结果的因素。结果在调查表结果中“您对护士的操作技术(抽血、注射、换药、处置等)是否满意?”条目的满意度最高;但在“您对门诊候诊秩序(排队、叫号)是否满意?”及“护士是否主动向您告知等候的大约时间?”两个条目得分最低。单因素分析结果显示该人群的性别、年龄、文化程度、家庭人均月收入与门诊患者满意度水平有统计学差异(P<0.05);该人群的职业类型与门诊患者满意度水平无统计学差异(P>0.05)。多元线性回归分析结果显示该人群的年龄、文化程度、家庭人均月收入与门诊患者满意度水平相关。结论北流市某三级综合医院门诊患者满意度水平仍有待提高,未来需要针对特殊人群设置更完善的就诊流程,在就诊过程中给予其更多的关注及帮助,建立合理的就诊机制,改善患者的整体满意度。

Objective To understand the satisfaction of outpatients in a tertiary hospital in Beiliu City through a cross-sectional survey and analyze its influencing factors,to clarify the current situation of outpatients'satisfaction in the area,to put forward reference opinions and suggestions for improving the outpatient consultation process in the future,and to promote the improvement of outpatients'satisfaction in the area.Methods A total of 120 patients attending the outpatient clinic of Beiliu People's Hospital from February to April 2023 were selected as the study subjects,and our"Outpatient Satisfaction Questionnaire"was used as the research tool.Results In the questionnaire results,"Are you satisfied with the nurses'operation techniques(blood draw,injection,drug change,disposal)?"had the highest satisfaction rate was found in the item,"Are you satisfied with the order of outpatient waiting(queuing,calling)?and"Did the nurse take the initiative to inform you of the approximate waiting time?"had the lowest scores were found in two items.The results of univariate analysis showed that there was a statistical difference between gender,age,education level,and per capita monthly household income of this group and the satisfaction level of outpatients(P<0.05);there was no statistical difference between the occupation type of this group and the satisfaction level of outpatients(P>0.05).The results of multiple linear regression analysis showed that the age,education level,and per capita monthly household income of this population were correlated with the level of outpatient satisfaction.Conclusion There are still more shortcomings in outpatient satisfaction in a tertiary hospital in Beiliu,and in the future,we need to set up a better consultation process for special groups,give more attention and help during the consultation process,and establish a reasonable consultation mechanism to improve the overall satisfaction of patients.