[1]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(02):022-26.[doi:10.13912/j.cnki.chqm.2016.23.2.08]
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海口市不同级别公立医疗机构门诊患者公益性评价
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第23卷
期数:
2016年02期
页码:
022-26
栏目:
医疗质量
出版日期:
2016-03-28

文章信息/Info

作者:
周虹；廖小平；刘春平；羊在家；于雪娇；胡献之；陈英耀
海南医学院
关键词:
公立医疗机构; 门诊患者; 公益性评价; 满意度
Keywords:
Public Medical Institution; Outpatient; Social Responsibility Evaluation; Satisfaction
DOI:
10.13912/j.cnki.chqm.2016.23.2.08
摘要:
目的了解海口市不同级别公立医疗机构门诊患者的满意度, 提出有关公益性评价的政策建议。方法采用典型抽样的方法,分别选取海口市一级、二级、三级医疗机构共9家，进行门诊患者满意度问卷调查。问卷具体化为3 个维度（服务质量、服务适宜性、职业道德维度）和 12 个指标。结果三类医疗机构接受调查的患者在年龄、居住地、医保情况、职业、自报月收入和医疗服务方式等方面存在差异。门诊患者对医疗机构的公益性的综合评价得分为1.77±0.837分，不同级别公立医疗机构总体公益性评价得分，以及公益性评价子项目差异均有统计学意义（P<0.05）。患者对公立医疗机构的公益性评价在服务质量维度、服务适宜性维度方面,三级公立医疗机构要低于一、二级公立医疗机构。结论门诊患者对不同级别医疗机构的公益性评价存在差异，加强公立医院的公益性应该着重提高医疗服务的适宜性和公平性。在患者对公益性评价的服务质量维度中，建议增加“诊疗时间、医患沟通质量”评价指标，以体现对患者的“尊重与关心”，从而彰显“以人为中心”的诊疗模式和个体化医疗精神。公立医疗机构公益性回归是政府良治的迫切需求。
Abstract:
ObjectiveTo understand patient satisfaction in outpatient, and to explore policy recommendations for improving the social responsibility of public medical institutions. MethodA survey was conducted on satisfaction of patients in outpatient, 9 public medical institutions at three levels were selected in Haikou through typical sampling. It was studied from 3 dimensions (service quality, service appropriateness and profession moral) and 12 indicators.ResultThere are significant differences among these three groups in variables of age, inhabit address, medical security scheme, occupation, self-reported income and medical service mode. The average score of social responsibility evaluation was 1.77±0.837. There were significant differences in general and sub – items of social responsibility evaluation (P <0.05). Patients’ evaluation on social responsibility of public medical institutions in dimensions of service quality and appropriateness were lowered in tertiary level than in primary and secondary level.ConclusionSocial responsibility evaluation is different among various medical institutions, because the function，lack of grading diagnosis and treatment mechanism and medical service workload of them is different, and reflects the different expectation of the patients toward them. Improvement of social responsibility of public medical institution should focus on enhancing appropriateness and equity. In dimension of service quality on evaluation of social responsibility by patient, “consultation time and quality of patient-doctor communication”should be added as indicators, in order to show “respect and care” for patients and manifest Patient-Centered Care and the spirit of Personalized Medicine. Social responsibility return of the public medical institution and harmonious society building are pressing needs of good governance.

参考文献/References:

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更新日期/Last Update: 2016-03-28