| 摘要: |
| 目的 开展北京市某区医疗机构门诊患者满意度调查，为行政主管部门提供决策依据。方法 对2 170例门诊患者进行现场问卷调查，并对调查结果进行统计学描述、相关分析及多元线性回归分析。结果 2170例门诊患者满意度得分为82.48分。得分较高的维度是：医院总体评价、医护人员；得分较低的维度是：治疗效果与收费、口碑与形象、服务窗口与服务可及性。年龄、户口、文化程度与慢性病情况都是显著影响因素。治疗效果、医院口碑、医生服务态度等14个因素对总体评价有显著影响。结论 应强化医护人员与服务窗口人文培训，提高收费透明度，加强医院硬件设施建设，缩短患者候诊时间，提升患者满意度水平。 |
| 关键词: 门诊患者 满意度 影响因素 |
| DOI： |
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| 基金项目: |
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| Investigation and Analysis of Outpatients’ Satisfaction of 2 170 Cases |
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| Abstract: |
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Objective
To do outpatients’ satisfaction investigation in one district of Beijing and to provide evidence-making basis for government departments. Method A survey was conducted on 2170 outpatients, and then statistical description was made on the results of the survey. Results 2 170 outpatients’ satisfaction score is 82.48. The dimensions of higher scores are: the overall evaluation of the work and the medical staff; The dimensions of lower scores are: the treatment effect and charge, the reputation, the service window, and service accessibility. Age, registered permanent residence, education and health condition are significant influencing factors. The treatment effect, hospital reputation, doctor service attitude and another 11 factors are significant factors. Conclusion The training of medical staff and service departments should be strengthened, the transparency of medical charges be improved, hospital facilities construction be enhanced, and the waiting time of patients be shortened, in order to improve patient satisfaction. |
| Key words: outpatient,patients’ satisfaction,influence factor |
