摘要
目的:了解海口市公立医院门诊病人满意度现状,分析影响门诊病人满意度的因素,为改善医疗服务提供决策依据。方法:2011年对海口市16家公立医院已就诊过的门诊病人2 122人采用随机方式进行问卷调查,对调查结果进行频数分析,采用秩和检验(卡方分析)对各类型人员各问项的满意度对比分析。结果:78%的人对总的医疗服务质量满意,就医费用、检查、化验费用、药品费用对总体满意度的影响最大。对策:转变服务理念,一切工作以病人为中心;提供便民服务;建立费用动态监测机制,控制医疗费用。
Objective： To learn the current situation of the satisfaction of the public hospital outpatients in Haikou and analyzes the influencing factors the outpatients satisfaction so as to support the decision of improving the medical service. Methods： In 2011 the questionnaire survey to 2122 people who had visited 16 public hospitals of Haikou in random. After the survey, the paper conducted the results of the survey and adopted the rank-sum test to make the satisfaction comparative analysis based on the each answer. Results： 78% of the patients are satisfied with the overall medical service quality. What influence the overall service quality most are expenses as medical advice, physical examinations, laboratory tests, and medicine. Countermeasures： the staff in the public hospital outpatients of Haikou shouht change the service concept in three parts, including the patients are the center of all work, that the staff should provide convenient service and that the public hospital should set up cost dynamic monitoring system and control medical costs.
出处
《中国卫生经济》
北大核心
2013年第5期84-86,共3页
Chinese Health Economics
基金
国家自然科学基金项目(编号:70973026)
海南自然科学基金项目(批准号:710246)
关键词
公立医院
门诊
公益性评价
海口
public hospitals
outpatient service
public satisfaction
Haikou
