[1]王文娟何绍斌金卫昕欧阳雁玲农定国蔡媛青.北京市22家三级公立医院门诊患者满意度影响机制的定性比较研究[J].中国卫生质量管理,2023,30(05):020-24.[doi:10.13912/j.cnki.chqm.2023.30.5.05 ]
　WANG Wenjuan,HE Shaobin,JIN Weixin.Qualitative Comparison of the Influencing Mechanism of Outpatients' Satisfaction in 22 Tertiary Public Hospitals in Beijing[J].Chinese Health Quality Management,2023,30(05):020-24.[doi:10.13912/j.cnki.chqm.2023.30.5.05 ]
点击复制

北京市22家三级公立医院门诊患者满意度影响机制的定性比较研究
分享到：

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第30卷
期数:
2023年05期
页码:
020-24
栏目:
特别关注
出版日期:
2023-05-15

文章信息/Info

Title:
Qualitative Comparison of the Influencing Mechanism of Outpatients' Satisfaction in 22 Tertiary Public Hospitals in Beijing
作者:
王文娟何绍斌金卫昕欧阳雁玲农定国蔡媛青
中央财经大学政府管理学院
Author(s):
WANG Wenjuan; HE Shaobin; JIN Weixin
School of Government，Central University of Finance and Economics
关键词:
三级公立医院; 门诊患者满意度; 影响机制; 模糊集定性比较分析（fsQCA）
Keywords:
Tertiary Public Hospital; Outpatients' Satisfaction;  Influence Mechanism; fuzzy set Qualitative Comparative Analysis (fsQCA)
分类号:
R197
DOI:
10.13912/j.cnki.chqm.2023.30.5.05
文献标志码:
A
摘要:
目的探究影响门诊患者满意度的条件变量组合，阐明公立医院门诊患者满意度的影响机制。方法收集北京市22家三级公立医院2019年第一季度门诊患者拦访调查数据，运用fsQCA 3.0软件进行定性比较分析。结果单一因素对于门诊患者满意度的影响不显著，影响因素之间的联动效应能够有效提升门诊患者满意度。公立医院门诊患者高满意度的条件组态共有4种，能够覆盖90.1%的案例数据，可以概括为医疗服务型、非医疗服务型、综合型3类。结论影响公立医院门诊患者满意度的因素较多。供给侧应提供差异化服务，提升患者满意度；需求侧应完善保险支付方式，引导患者合理需求。
Abstract:
ObjectiveTo explore the combination of condition variables affecting outpatients' satisfaction, and clarify the influencing mechanism of outpatients' satisfaction in public hospitals.MethodsThe survey data of outpatients in 22 tertiary public hospitals in Beijing in the first quarter of 2019 were used for qualitative comparative analysis by using fsQCA 3.0 software.ResultsSingle factor had no significant influence on the satisfaction of outpatients, but the linkage effect among influencing factors can effectively improve the satisfaction of outpatients. There were four conditions for high satisfaction of outpatients in public hospitals, covering 90.1% of the case data, which can be summarized into three categories: medical service type, non-medical service type and comprehensive type.Conclusion There are many factors affecting outpatients' satisfaction in public hospitals. On the supply side, differentiated services should be provided to improve outpatients' satisfaction; on the demand side, the insurance payment method should be improved to guide the reasonable demand of patients.

参考文献/References:

［1］孙彩霞,张竞由,郭俊丽,等.2019年我国公立医院患者满意度调查［J］.中国卫生质量管理,2022,29(5):48-52. ［2］毛 瑛,谢 涛,宁 伟.医疗服务质量对患者医患关系感知的影响：基于患者满意度的中介效应分析［J］.西安交通大学学报(社会科学版),2020,40(6):119-127. ［3］晏梦灵,张佳源.医生的信息-情感交互模式对移动问诊服务满意度的影响：基于“激励-保健”理论的分析［J］.中国管理科学,2019,27(9):108-118.［4］王淑云,孙泽生.分级诊疗改革对患者满意度和诊疗选择行为的影响［J］.管理工程学报,2021,35(6):115-127. ［5］张建洁,李金林,曹雪丽.患者就医满意度影响因素的实证分析［J］.北京理工大学学报(社会科学版),2018,20(1):102-109. ［6］孙 烽,宓轶群,董恩宏.公立医院门诊患者生活满意度影响因素研究［J］.中国卫生质量管理,2016,23(3):60-62，66. ［7］吴家锋,邓 明,张 柠.北京市医药分开综合改革后某医院门诊患者满意度及其影响因素［J］.医学与社会,2020,33(4):98-100，113. ［8］王怡憬,翁雯瑾,朱晓珺,等.上海某院日间手术病房患者就医体验调查［J］.中国卫生质量管理,2018,25(4):18-21. ［9］黎梓豪,夏 萍,柯夏童.粤西县级市三级综合医院门诊患者满意度影响因素分析［J］.卫生软科学,2018,32(5):51-54. ［10］RIHOUX B, RAGIN CC. Configurational comparative methods: Qualitative Comparative Analysis (QCA) and related techniques［M］.Thousand Oaks and London: Sage，2009:28. ［11］周 虹,廖小平,刘春平,等.海口市不同级别公立医疗机构门诊患者公益性评价［J］.中国卫生质量管理,2016,23(2):22-26. ［12］张 彬,王 胜,宫习飞.三级医院门诊服务满意度调查与建议［J］.中国卫生质量管理,2011,18(6):33-35. ［13］MAYICH DJ, TIESZER C, LAWENDY A, et al. Role of patient information handouts following operative treatment of ankle fractures: a prospective randomized study［J］. Foot & Ankle International,2013,34(1):2-7. ［14］李路铭,李 微,王应强,等.基于Kano模型的住院患者满意度影响因素识别与改进［J］.中国卫生质量管理,2022,29(3):52-56. ［15］江丽丽,孔桂兰,殷晓峰,等.患者满意度综合评估现状研究［J］.中国卫生质量管理,2016,23(1):55-58. ［16］杜运周,贾良定.组态视角与定性比较分析(QCA):管理学研究的一条新道路［J］.管理世界,2017(6):155-167. ［17］SCHNEIDER CQ, WAGEMANN C. Set-Theoretic methods for the social sciences: a guide to qualitative comparative analysis［M］.Cambridge：Cambridge University Press，2012：16. ［18］夏 鑫,何建民,刘嘉毅.定性比较分析的研究逻辑：兼论其对经济管理学研究的启示［J］.财经研究,2014,40(10):97-107. ［19］张建洁,李金林,曹雪丽.患者就医满意度影响因素的实证分析［J］.北京理工大学学报(社会科学版),2018,20(1):102-109. ［20］王文娟.以人民健康为中心的医疗体制机制创新：关于推动公立医院高质量发展的思考与建议［J］.国家治理,2021(19):30-37.

相似文献/References:

[1]张琳琳马旭东*何璇高浩然谷鸿秋王海波尹畅7王彩云杨昕李子孝王拥军周建新.2013年-2017年全国三级公立医院神经重症医疗质量现状分析[J].中国卫生质量管理,2020,27(06):033.[doi:10.13912/j.cnki.chqm.2020.27.6.09]
　ZHANG Linlin,MA Xudong,HE Xuan,et al.Analysis of the Status Quo of the Quality of Neurocritical Care Medicine in Chinese Tertiary Public Hospitals from 2013 to 2017[J].Chinese Health Quality Management,2020,27(05):033.[doi:10.13912/j.cnki.chqm.2020.27.6.09]
[2]何思长 杨长皓 应嘉川 赵大仁 周明华 金秀芳.2012年-2018年全国三级公立医院医疗收入变动分析[J].中国卫生质量管理,2021,28(03):093.[doi:10.13912/j.cnki.chqm.2021.28.3.28 ]
　HE Sichang,YANG Changhao,YING Jiachuan.Change of Medical Income of Tertiary Public Hospitals in China during 2012-2018[J].Chinese Health Quality Management,2021,28(05):093.[doi:10.13912/j.cnki.chqm.2021.28.3.28 ]
[3]张轩杨思琪吴依诺郭燕青王越马晶胡琳琳刘远立.医生对患者参与治疗决策的认知和实践现状[J].中国卫生质量管理,2021,28(11):001.[doi:10.13912/j.cnki.chqm.2021.28.11.01 ]
　ZHANG Xuan,YANG Siqi,WU Yinuo.Analysis of Chinese Doctors' Cognition and Practice of Patients' Participation in Treatment Decision-Making[J].Chinese Health Quality Management,2021,28(05):001.[doi:10.13912/j.cnki.chqm.2021.28.11.01 ]
[4]樊子暄赵金红张羽欧秦冰马晶孙静胡琳琳刘远立.我国三级公立医院出院患者随访工作现状调查[J].中国卫生质量管理,2021,28(11):011.[doi:10.13912/j.cnki.chqm.2021.28.11.03 ]
　FAN Zixuan,ZHAO Jinhong,ZHANG Yuou.Investigation on Follow-up Status of Discharged Patients in Tertiary Public Hospitals in China[J].Chinese Health Quality Management,2021,28(05):011.[doi:10.13912/j.cnki.chqm.2021.28.11.03 ]
[5]姜中石赵金红胡琳琳刘远立.我国三级公立医院医务社工配备调查[J].中国卫生质量管理,2021,28(11):015.[doi:10.13912/j.cnki.chqm.2021.28.11.04 ]
　JIANG Zhongshi,ZHAO Jinhong,HU Linlin.Allocation of Medical Social Workers in Tertiary Public Hospitals in China: A Cross-Sectional Study[J].Chinese Health Quality Management,2021,28(05):015.[doi:10.13912/j.cnki.chqm.2021.28.11.04 ]
[6]徐帆张蕾李红霞舒婷.基于DEA－Malmquist 指数的浙江省三级公立医院电子病历系统建设效率评价[J].中国卫生质量管理,2022,29(01):021.[doi:10.13912/j.cnki.chqm.2022.29.1.06 ]
　XU Fan,ZHANG Lei,LI Hongxia.Efficiency Evaluation of Electronic Medical Record System Construction in Tertiary Public Hospitals of Zhejiang Province Based on DEA-Malmquist Index[J].Chinese Health Quality Management,2022,29(05):021.[doi:10.13912/j.cnki.chqm.2022.29.1.06 ]
[7]郝静 贾延白雪 桑明利徐延珊 李明姬刘鑫鑫.基于床位效率分析的床位精细化管理[J].中国卫生质量管理,2022,29(02):038.[doi:10.13912/j.cnki.chqm.2022.29.2.10 ]
　HAO Jing,JIA Yan,BAI Xue.Bed Elaborate Management Based on Bed Efficiency Analysis[J].Chinese Health Quality Management,2022,29(05):038.[doi:10.13912/j.cnki.chqm.2022.29.2.10 ]
[8]周士博李威孙贺征王刚尹梅.哈尔滨市医务人员患者安全文化认知状况调查[J].中国卫生质量管理,2022,29(03):061.[doi:10.13912/j.cnki.chqm.2022.29.3.17 ]
　ZHOU Shibo,LI Wei,SUN Hezheng.Investigation on the Cognition of Patient Safety Culture Among Medical Staff in Harbin[J].Chinese Health Quality Management,2022,29(05):061.[doi:10.13912/j.cnki.chqm.2022.29.3.17 ]
[9]李蓓 支梦佳 胡琳琳.我国三级公立医院住院患者护工服务满意度调查[J].中国卫生质量管理,2022,29(06):050.[doi:10.13912/j.cnki.chqm.2022.29.6.13 ]
　LI Bei,ZHI Mengjia,HU Linlin.Survey on Service Satisfaction of Inpatient Nursing Assistants in Tertiary Public Hospitals in China[J].Chinese Health Quality Management,2022,29(05):050.[doi:10.13912/j.cnki.chqm.2022.29.6.13 ]
[10]张阳严娟姚晶晶贺丽娟蒲皆秀缪姝妹孙洲曹洋.依托信息化管理提高绩效考核质量[J].中国卫生质量管理,2022,29(07):049.[doi:10.13912/j.cnki.chqm.2022.29.7.13 ]
　ZHANG Yang,YAN Juan,YAO Jingjing.Informatization Management for Improving Performance Appraisal Quality[J].Chinese Health Quality Management,2022,29(05):049.[doi:10.13912/j.cnki.chqm.2022.29.7.13 ]

更新日期/Last Update: 2023-05-15