银川市公立医院住院患者满意度调查研究

Inpatients' Satisfaction Degree in Public Hospitals of Yinchuan

目的通过了解银川市公立医院住院患者满意度及其影响因素,为改善医患关系、提高患者满意度提供参考依据。方法根据调查方式和计划样本量对住院患者实行分层随机抽样,按照银川市6所公立医院2013年住院病人数,以2.5%的比例取整获得各医院的住院病人样本数,采用病床寻访,现场完成调查问卷。采用χ~2检验和二项分类Logistic回归模型,分析住院患者满意度情况及其影响因素。结果住院患者对医院提供医疗服务的总体满意率为92.5%;女性满意率高于男性(χ~2=4.726,P=0.030);二项分类Logistic回归模型结果显示患者等待住院时间、医院伙食质量、住院环境、护士态度、医生对治疗方案的解释、护士对患者要求的反应、治疗方案、医生技术水平与住院患者满意度有关。结论患者对医院提供的医疗服务的满意度整体较好,医院需要进一步提高医院的伙食质量、住院环境、设备条件等以满足患者对住院过程的要求,从而提高患者满意度。

Objective To provide reference for improving the doctor- patient relationship and inpatient satisfaction by investigate inpatients' satisfaction of public hospital in Yinchuan and analyzing factors of influenting inpatient satisfaction. Methods Stratified random sampling was carried out among inpatients according to the survey methods and the planned sample size. The number of inpatients in each hospital were obtained in 2. 5% the proportion of rounding,according to the number of inpatients in 6 public hospitals in Yinchuan city in 2013. The questionnaire was completed using the bed search method. Chi- square test and binary logistic regression model were used to analyze the inpatients' satisfaction and its influencing factors. Results Overall satisfaction rate of inpatients in regard to the hospital providing medical services was92. 5%. Satisfaction rate of female inpatients was significantly higher than that of female inpatients( χ2=4. 726,P = 0. 030). Binary logistic regression model showed that patients awaiting hospitalization time,the quality of hospital food,hospital environment,the nurse 's attitude,the doctor 's explanation of the treatment plan,the nurse's respond to the requirements of the patients,treatment plan,the skills of doctors had relationships with inpatients' satisfaction. Conclusion Inpatients' satisfaction with medical services provided by hospitals was better overall. Hospitals need to further improve the food quality,hospital environment and equipment conditions,etc,for meeting the requirements of patients during hospitalization,thus improving patient satisfaction.