宁夏县级公立医院综合改革试点医院门诊患者满意度调查

Satisfaction of Outpatients in Ningxia County-level Public Hospitals with the Comprehensive Reform Pilot

目的了解宁夏县级公立医院改革试点医院的门诊患者满意度情况,对进一步改革提出建议。方法对2014年9~10月在永宁县、灵武市、平罗县、盐池县、同心县、海原县六个试点县的县人民医院及中医院就诊的门诊患者进行问卷调查,对调查数据进行统计学分析。结果试点医院门诊患者对医生开具药物的药量情况最为满意,满意度得分为(4.95±0.26)分,满意率为99.0%;对就诊的医疗费用满意度最低,满意度得分为(3.37±0.90)分,满意率为52.1%。单因素分析显示性别、年龄、文化程度、家庭收入、婚姻状况、医疗保险类型和职业对医院满意度差异有统计学意义(P均<0.05)。结论试点公立医院门诊患者总体满意度较高,但对就诊的医疗费用满意度偏低。应改善服务环境,加强医疗服务质量的监管,建立健全患者就诊预约制度,优化门诊服务流程,透明收费标准,结合医疗保险制度,探索更加合理的门诊付费机制,从而提高门诊患者的满意度。

Objective To investigate the satisfaction of outpatient in comprehensive reform pilot public hospitals at the county level in Ningxia and to put forward suggestions for further reform.Methods Questionnaires survey of satisfaction was conducted in outpatients randomly selected from six pilot county people's hospitals and six traditional Chinese hospitals in Ningxia of Yongning county,Lingwu county,Pingluo county,Yanchi county,Tongxin county,Haiyuan county on September^October 2014 and the data were statistically analysed. Results The satisfaction rate of outpatients for drug dosage in the pilot hospitals was 99.0% and showed the most rate while satisfaction rate of outpatients for the medical expenses in the pilot hospitals was 52.1% and showed the lowest rate. Univariate analysis showed that satisfaction was significantly different among different gender,age,educational level,family income,marital status,medical insurance types and occupational(P<0.05). Conclusion The overall satisfaction of outpatients in public hospitals is high,nevertheless the satisfaction of medical expenses is low. We should improve the service environment,strengthen the supervision of the quality of medical services,and establish the patient appointment booking system,optimize the outpatient service process, transparent charging standards,combined with the medical insurance system to establish a more reasonable outpatient payment mechanism for increasing the satisfaction of outpatients.