门、急诊就诊者人本性需求层次调查及评估研究

Evaluation and research on hospital clients' hierarchy of humanistic needs

目的:探讨将马斯洛社会需求层次理论引入就诊者人本性需求层次分析,以进一步对就诊者需求层次进行评估,为开展精细化、超越就诊者需求的医院服务提供理论依据。方法及对象:以北京地区部分三甲综合医院门诊及急诊就诊者为研究对象。于2013年8月—12月,随机调查就诊者共1 000人次,研究内容包括在选择医院和在就诊过程中对各种人本性需求层次的重要程度、频次看法选项情况,。并对调查数据进行统计分析、卡方检验。结果显示:就诊者对于就诊安全需求是现阶段第一位需求,重要程度得分最高,为4.40±1.11;频次亦最高,为710/1 000例次。受尊重需求为现阶段占第二位的需求,重要程度得分为4.22±1.11,频次为554/1 000。分别经卡方检验和T检验,Χ~2=384.5,t=28,P均小于0.005,显示就诊者人本性需求在各层次重要程度及频次上存在显著差异。就诊者人本性需求在受年龄、家庭月收入、受教育程度、是否罹患心血管疾病等影响变化方面无明显差异(P>0.10)。结论:加大对就诊者人本性需求的研究并对就诊者人本性需求进行评估是可行的,并以此改善医院服务,开展精细化、超越就诊者需求的医院服务,也是十分必要的。

Objective: To provide the theory basis for researching and evaluating the hospital's outpatient clients' humanistic needs by introducing Maslow's theory, and improving the detailed hospital services which may exceed client's needs. Methods: This paper studies the clients of hospital outpatient and emergency departments in Beijing as the research objects. From August to December 2013, we surveyed a random distribution of 1000 clients of the hospital about the degree of importance of their humanistic needs and frequency on choosing a hospital. Statistical analysis and chisquare tests of the survey data was done. Results: Security need is the fi rst demand of the hospital clients at this stage, with the highest degree of importance score, 4.40±1.11; and its frequency is highest, 710/1 000. Respect need is the second, 4.22±1.11; frequency, 554/1 000. Through chisquare test and T test, X^2=384.5, t=28, P<0.005, which shows that there are signifi cant diff erences among the hospital clients about the degree of importance and frequency of humanistic needs. The eff ect of age, family income, level of education, cardiovascular disease, etc, are of no signifi cant diff erence.(P>0.10). Conclusion: It is practicable to strengthen research and evaluate the hospital's outpatient client's humanistic needs, and it is essential to improve the detailed hospital services which may exceed client's needs.