[1]刘敏舜 刘瑾 邱恒.广东省91家三级公立医院出院患者满意度调查现状分析[J].中国卫生质量管理,2019,26(05):071-74.[doi:10.13912/j.cnki.chqm.2019.26.5.21]
点击复制

广东省91家三级公立医院出院患者满意度调查现状分析
分享到:

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

卷:
第26卷
期数:
2019年05期
页码:
071-74
栏目:
服务质量
出版日期:
2019-09-28

文章信息/Info

作者:
刘敏舜 刘瑾 邱恒
南方医科大学南方医院
关键词:
广东省三级医院出院患者忠诚度满意度服务质量
Keywords:
Guangdong Province Tertiary Hospitals Discharged Patients Loyalty Satisfaction Quality of Service
DOI:
10.13912/j.cnki.chqm.2019.26.5.21
摘要:
了解广东省91家公立医院出院患者满意度情况,为改善住院及出院患者医疗服务提供参考。方法由第三方调查机构对全省21个地市,91家公立医院开展出院患者满意度电话回访调查,利用SPSS 20.0软件对出院患者满意度进行统计分析。结果出院患者总体满意度得分为81.13分。按隶属关系分类,区属医院与省属及市属医院间差异显著且有统计学意义(P<0.05);按行政区域分类,粤东地区医院与珠三角地区和粤北地区医院间差异显著且有统计学意义(P<0.05)。7项指标中,“医务人员服务态度”得分最高(83.57±2.41),“
Abstract:
To investigate the satisfaction of discharged Patients from 91 public hospitals in Guangdong Province and to provide reference for improving medical service. MethodsA third-party survey agency conducted a telephone interview survey on patient satisfaction from 21 municipalities and 91 public hospitals in the province. The SPSS 20.0 was used for statistical analysis. ResultsThe overall discharged patient satisfaction score was 81.13. According to the classification of the affiliation relationship, the differences between district hospitals, provincial hospitals and municipal hospitals were statistically significant (P< 0.05). According to the classification of administrative regions, there were statistically significant difference between hospitals in eastern Guangdong, pearl river delta and northern Guangdong (P< 0.05).Among the 7 indicators, the service attitude of medical staffs had the highest score (83.57±2.41), the lowest score was price-performance perception (72.17±0.52). In the subjective satisfaction, the satisfaction rate, recognition and loyalty were respectively 83.61%, 79.73% and 78.10%.Conclusion The discharged patients' medical experience was generally good. It should continue to improve the service attitude of medical staff, improve the level of medical technology, strengthen humanistic care propaganda and education, strengthen talent introduction and training, build a telemedicine cooperation network, attach importance to the sense of professional gain of medical staff, and further improve the recognition, loyalty and satisfaction of patients.

参考文献/References:

[1]Pascoe GC. Patient satisfaction in Primary heahhcare: A literature review and analysi[J].Evaluation and Program Planning,1983(6): 185-210. [2]郭红艳, 王黎, 龚文涛, 等. 北京市公立医院患者满意度的综合评价[J].中国卫生统计,2014, 31(3): 488-491. [3]胡广宇, 吴来阳, 孙静, 等. 我国136家三级医院门诊患者满意度调查[J].中华医院管理杂志,2016, 32(6): 423-427. [4]王倩,彭宇竹. 南京市13家三级医院出院患者第三方满意度研究[J].中国卫生质量管理,2016,23(1): 67-69,78. [5]姚静,李静,徐凯. 江苏省某三甲医院出院患者第三方调查满意度研究[J].中国卫生质量管理,2018, 25(3): 57-59. [6]叶树珍. 电话回访出院患者满意度分析及对策[J].中国医院管理,2017,37(10):395. [7]Andsleeb SS. Service Quality PereePtion and Patient Satisfaction: A Study ofHosPital in a DeveloPting Country[J].SocialScience Medicien, 2001, 52(9): 1359-1370. [8]谢欣, 刘旭东, 曹志辉, 等. 关于医院如何培养忠诚顾客的思考[J].中国医院管理, 2005, 25(3): 30-32. [9]邵建祥, 陈余清, 王洪巨, 等. 某三甲医院住院患者满意度与忠诚度现状调查[J].中华全科医学,2012, 10(2): 261-263. [10]张壁嘉, 隋树杰. 患者忠诚度的研究综述[J].重庆医学,2014, 43(24): 3253-3255.

相似文献/References:

[1]胡清泉韩辉刘文娟王圣友张艳丽赵娜王吉善陈晓红.117所三级综合医院院感工作评价结果与分析[J].中国卫生质量管理,2017,24(02):018.[doi:10.13912/j.cnki.chqm.2017.24.2.06]
[2]余红星 陈晶晶 张永 钱博 陈彬 宁君云 周尚成.医疗对口支援政策存在问题研究[J].中国卫生质量管理,2018,25(01):118.[doi:10.13912/j.cnki.chqm.2018.25.1.37]
[3]陈旻洁 董柏君 孙晓凡.大型三级公立医院门诊转型的探索和实践[J].中国卫生质量管理,2018,25(02):032.[doi:10.13912/j.cnki.chqm.2018.25.2.10]
[4]马莎 俞群俊 陆烨 高华斌.基于DRGs的某市三级综合医院绩效评价分析[J].中国卫生质量管理,2019,26(04):013.[doi:10.13912/j.cnki.chqm.2019.26.4.04]

更新日期/Last Update: 2019-09-28