[1]贾婧孔凡磊闫妮任鹏李士雪.不同类型医院门诊患者满意度调查及分析[J].中国卫生质量管理,2018,25(05):59-63.[doi:10.13912/j.cnki.chqm.2018.25.5.19]

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不同类型医院门诊患者满意度调查及分析

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R] 卷: 第25卷期数: 2018年05期页码: 59-63 栏目: 服务质量出版日期: 2018-09-28

作者:: 贾婧孔凡磊闫妮任鹏李士雪; 山东大学公共卫生学院

关键词:: 综合医院; 专科医院; 门诊患者; 满意度; 影响因素

Keywords:: General Hospital; Specialized Hospital; Outpatient; Satisfaction Level; Influence Factor

DOI:: 10.13912/j.cnki.chqm.2018.25.5.19

摘要:: 目的分析不同类型医院门诊患者满意度的差异，为服务质量提升提出建议。方法采用方便抽样法对山东省2家专科医院及3家综合医院的1 000名门诊患者进行满意度问卷调查，并应用SPSS 22.0统计软件对调查结果进行描述性分析以及χ2检验、两独立样本t检验、多元线性回归分析。结果专科医院和综合医院的消费人群差异明显，性别、年龄、受教育程度、职业类别、医保类型、家庭年收入、患者来源差异均有统计学意义（P＜0.05）；门诊患者总体满意度较高（专科：3.72±0.67；综合：3.79±0.79），但就诊流程评分较低

Abstract:: ObjectiveTo analyze the outpatient satisfaction in different types of hospitals, and give suggestions to improving the service quality of hospitals.MethodsOnsite questionnaire survey was conducted with convenience sampling method among 1000 outpatients in two specialized hospitals and three general hospitals, results were analyzed by descriptive analysis, χ2 test, two independent samples t test and multiple linear regression analysis by the SPSS 22.0.ResultsThere were significant differences in consumer groups between specialized hospitals and general hospitals on gender,age, education level, profession, insurance types(P<0.05). The overall satisfaction of outpatients was higher (specialized hospital 3.72±0.67; general hospital 3.79±0.79 ), but the satisfaction of the outpatient process was lower (specialized hospital 2.10±1.28; general hospital 2.55±1.85 ) among both kinds of hospitals. The rank of determinants of satisfaction between hospitals were different, age was an important factor of satisfaction. Conclusion Specialized hospitals and general hospitals should strengthen the analysis of the needs of the key groups, provide concerned services, and pay attention to the optimal design of the outpatient process to improve the patient experience. Furthermore, the satisfaction presented the population disproportionation, which should strengthen the demand analysis to the key population,and adopt targeted service.

参考文献/References:

［1］侯佳乐,马进.患者医疗服务满意度研究与应用综述［J］.中国卫生资源,2011,14(3):138-139,153．

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更新日期/Last Update: 2018-09-28