我国49家三级综合医院肿瘤科住院患者满意度及影响因素调查
发布人：yaot 发布时间：2023/10/18 9:19:54 浏览次数：587次
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】——王越 刘美岑 刘远立
【摘要】目的 调查我国三级综合医院肿瘤科住院患者满意度，分析影响因素，为改善综合医院肿瘤科医疗服务质量提供参考。方法 依托第5次“全国改善医疗服务行动第三方评估”项目，采用问卷对全国49家三级综合医院542名肿瘤科住院患者展开调查。应用SPSS 26.0软件对数据进行统计分析。结果 我国三级综合医院肿瘤科住院患者总体满意度、流程管理、住院环境、诊疗服务、症状管理满意度得分分别为（4.79±0.45）分、（4.63±0.59）分、（4.60±0.48）分、（4.82±0.34）分、（4.70±0.50）分。就医所在地区是患者流程管理、住院环境、诊疗服务、总体满意度影响因素，自评目前健康状况是患者流程管理、住院环境、诊疗服务、症状管理和总体满意度影响因素，是否伴随术后转移是患者流程管理满意度影响因素，受教育水平、是否因新冠疫情影响住院诊疗被延迟或停止是患者住院环境满意度影响因素，住院天数是患者总体满意度影响因素。结论 我国三级综合医院肿瘤科住院患者总体满意度较好，未来应重点关注住院环境和流程管理服务。
【关键词】 三级医院；综合医院；肿瘤科；住院患者；满意度；服务质量
中图分类号：R197.3 文献标识码：A
Investigation on the Satisfaction of Inpatients and Its Influencing Factors in Oncology Department of 49 Tertiary General Hospitals in China/WANG Yue,LIU Meicen,LIU Yuanli.//Chinese Health Quality Management，2023,30(8):39-45
Abstract Objective To analyze inpatient satisfaction and influencing factors in Oncology Department of tertiary general hospitals in China and provide reference for improving the quality of medical services.Methods Based on the 5th "National Healthcare Improvement Evaluation Survey" data, a questionnaire survey was used to investigate 542 inpatients in Oncology Department in 49 tertiary general hospitals. SPSS 26.0 software was used for statistical analysis of the data. Results The scores of overall satisfaction, process management, hospitalization environment, diagnosis and treatment service and symptom management of inpatients in Oncology Department of tertiary general hospitals in China were (4.79±0.45) points, (4.63±0.59) points, (4.60±0.48) points, (4.82±0.34) points and (4.70±0.50) points, respectively. The location of medical treatment was the influencing factor of patient process management, hospitalization environment, diagnosis and treatment service, and overall satisfaction. Self-rated current health status was an influential factor in patient process management, hospitalization environment, diagnosis and treatment services, symptom management and overall satisfaction. Whether accompanied by postoperative transfer was an influential factor in patients' satisfaction with process management, while education level and whether hospitalization was delayed or stopped due to COVID-19 were influential factors in patients' satisfaction with hospitalization environment. The length of hospital stay was an influential factor in the overall satisfaction of patients.Conclusion The overall satisfaction of the inpatients in the Oncology Department of tertiary general hospitals in China was satisfactory, and the hospitalization environment and process management services should be paid more attention in the future.
Key words Tertiary Hospital; General Hospital; Oncology Department; Inpatient; Satisfaction;Service Quality
Firstauthor's address School of Health Policy and Management, Peking Union Medical College, Chinese Academy of Medical Sciences, Beijing, 100730, China
随着工业化、城市化、老龄化的进展以及人们生活方式的改变，我国肿瘤发病率和死亡率呈上升趋势［1］。全球癌症流行病学研究［2］显示，我国2020年癌症粗发病率、粗死亡率较高，伤残调整寿命年排名世界前列，这反映我国癌症实际负担较重。综合医院肿瘤科是肿瘤诊疗服务体系的重要一环［3］。《中国统计年鉴2021》［4］数据显示，2020年我国综合医院入院人次、病床周转率及医师日均担负诊疗人次远超专科医院。综合医院较大的诊疗压力意味着其可能面临医疗质量下降和患者安全风险［5-7］。患者满意度是评价医疗服务质量的重要指标之一，也是我国三级公立医院绩效考核指标体系的重要部分［8］。我国肿瘤住院患者满意度相关研究主要集中在肿瘤专科医院，且多数研究针对一家医院或某一地区［9-13］，关于综合医院肿瘤科住院患者满意度调查较少。本研究依托第5次“全国改善医疗服务行动第三方评估”项目，调查分析了全国49家三级综合医院肿瘤科住院患者满意度，并分析了影响因素，旨在为提升综合医院肿瘤科医疗服务质量提供参考。
1资料与方法
1.1资料来源
本研究资料来源于第5次“全国改善医疗服务第三方评估”项目住院患者满意度问卷调查。调查于2021年1月-3月开展，覆盖全国31个省(自治区、直辖市)的49家三级综合医院。选取调查当日或次日出院且就诊科室为“肿瘤科”的住院患者作为研究对象，共计纳入542例。
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