湖南省15岁及以上患者门诊和住院满意度分析

Analysis of satisfactions for services among outpatients and inpatients at the age of equal to or more than 15 years old in Hunan province

目的:评价2013年湖南省两周内门诊患者和近1年内住院患者的满意度及影响因素。方法:利用2013年湖南省第1次卫生服务调查数据,采用国家第5次卫生服务调查方案中门诊(住院)患者的满意度指标评估患者满意度,采用加权logistic回归分析门诊和住院患者医疗服务总体满意度的影响因素,运用SAS9.2的SURVEYFREQ和SURVEYLOGISTIC过程实现数据分析。结果:门诊患者总体满意度为73.85%(95%CI:68.67%~79.03%),住院患者总体满意度为66.31%(95%CI:61.28%~71.34%)。调整地区、性别、年龄和家庭人均年收入等因素后,门诊患者满意度与医护人员认真倾听病情、患者信任医护人员和患者自评医疗花费不贵呈正相关,对应的调整优势比分别为3.64,5.38和3.34;住院患者满意度与医护人员较好的解释问题态度、患者信任医护人员和患者自评医疗花费不贵呈正相关,对应的调整优势比分别为2.56,4.69和4.35。结论:2013年大多数湖南省门诊和住院患者对医疗服务表示满意。医护人员解释问题态度好、认真倾听病情、患者自评医疗花费不贵以及患者信任医护人员与患者高满意度相关。

Objective: To evaluate the satisfaction of service for outpatient within two weeks and for inpatient service within a year in Hunan Province in 2013 and to analyze the infl uential factors. Methods: Using the data from the First Health Service Survey of Hunan Province, we evaluated the satisfactions for service in outpatients and inpatients based on the listed satisfaction indicators of the Fifth National Health Service Survey questionnaire. Weighted logistic regression was used to examine the influential factors for patients' satisfactions. SURVEYFREQ and SURVEYLOGISTIC procedures in SAS9.2 were used to conduct statistical analysis. Results: The overall satisfaction proportion was 73.85%(95% CI: 68.67%-79.03%) and 66.31%(95% CI: 61.28%-71.34%) for outpatients and inpatients, respectively. After adjusting the location, gender, age and household income, high degree of satisfaction for outpatients was associated with good patience and trust in medical personnel as well as the lowmedical costs, with the adjusted odds ratios of 3.64, 5.38 and 3.34, respectively; high degree of satisfaction for inpatients was associated with a good attitude from medical personnel to patients' questions, high patients' trust in medical personnel and lowmedical costs, with the adjusted odds ratios of 2.56, 4.69 and 4.35, respectively. Conclusion: Most of outpatients and inpatients were satisfied with medical services in 2013 in Hunan province. High degree of satisfaction is associated with good attitude from medical personnel to patients' questions, good patience and trust in medical personnel, and lowmedical costs.