| 摘要: |
| 目的 对住院患者的满意情况进行分析，探讨住院患者满意度的影响因素，为进一步提高医院服务质量提供参考。方法 对652名住院患者进行问卷调查，并对调查结果进行统计学描述、相关分析和多元线性回归分析。结果 住院患者满意度各维度由高到低依次为及时性、服务质量、尊重患者权益、技术水平、服务态度、等候时间、后勤管理；影响住院患者总体满意度的主要因素依次为技术水平、服务质量、服务态度、及时性、等候时间、尊重患者权益、后勤管理。结论：提高技术质量是确保患者满意的核心，改善非技术质量亦是确保患者满意的关键。 |
| 关键词: 患者满意度 技术质量 服务质量 |
| DOI： |
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| Analysis and Evaluation of Inpatients’ Satisfaction Degree of 652 Cases |
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| Abstract: |
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Objective
To analyze the satisfaction degreeof inpatients, and explore the factors influencing the satisfaction of inpatients, in order to provide reference for further improving the quality of hospital service. Methods A survey was conducted on 652 inpatients, and then make statistical description, correlation analysis, and multivariate linear regression analysis on the results of the survey. Results The dimensions of the inpatient satisfaction from high to low are respective timeliness, quality of service, respecting for the rights of patients, the technical level, service attitude, waiting time and logistics management; the factors affecting the inpatient satisfaction in proper sequence are the technical level, quality of service, service attitude, timeliness, waiting time, logistics management, respecting for patients’ rights and logistic management. Conclusion Improving the quality of technology is the core to ensure the satisfaction of patient, improving the quality of non-technology is also the key to ensure the satisfaction of patient, while the dynamic patient satisfaction survey is an effective tool for hospital management. |
| Key words: patient satisfaction, technical quality,service quality |
