[1]王越刘美岑刘远立.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[J].中国卫生质量管理,2023,30(08):039-45.[doi:10.13912/j.cnki.chqm.2023.30.8.09 ]
　WANG Yue,LIU Meicen,LIU Yuanli.Investigation on the Satisfaction of Inpatients and Its Influencing Factors in Oncology Department of 49 Tertiary General Hospitals in China[J].Chinese Health Quality Management,2023,30(08):039-45.[doi:10.13912/j.cnki.chqm.2023.30.8.09 ]
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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
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第30卷
期数:
2023年08期
页码:
039-45
栏目:
服务质量
出版日期:
2023-08-15

文章信息/Info

Title:
Investigation on the Satisfaction of Inpatients and Its Influencing Factors in Oncology Department of 49 Tertiary General Hospitals in China
作者:
王越刘美岑刘远立
中国医学科学院北京协和医学院卫生健康管理政策学院
Author(s):
WANG Yue; LIU Meicen; LIU Yuanli
School of Health Policy and Management, Peking Union Medical College, Chinese Academy of Medical Sciences
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
Keywords:
Tertiary Hospital;  General Hospital;  Oncology Department;  Inpatient;  Satisfaction; Service Quality
分类号:
R197.3
DOI:
10.13912/j.cnki.chqm.2023.30.8.09
文献标志码:
A
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。
Abstract:
ObjectiveTo 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.MethodsBased 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. ResultsThe 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.

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更新日期/Last Update: 2023-08-15