摘要
目的根据陕西省西安市不同等级医院的实地调研结果，应用统计分析，探明门诊型就诊体验各影响因素的重要程度，为改善门诊型医患关系提出一些具体的建议。方法采用因子分析法统计影响门诊型就诊体验的15个指标。在因子得分的基础上，进一步做列联分析和方差分析。应用SPSS19．0软件进行数据处理。结果从15个指标中提取出6个公因子，第一公因子是医院硬实力因子；第二公因子是医院的附加服务因子；第三公因子是医生服务态度因子；第四公因子是医生专业素质因子；第五公因子是医生个人特征因子；第六公因子是单次就诊成本因子。6个公因子的累计方差贡献率达66．8％。列联分析显示男女患者对医院的整体期望存在显著差异（P=0．011），方差分析表明农村患者与城镇患者对医院硬实力的看法存在显著差别（P=0．002）。结论医院硬实力、医院的附加服务、医生服务态度是最主要的影响因素，门诊医院或者医院门诊部需要区别对待不同患者，医疗改革需要高度重视医疗资源的合理配置。
Objective To figure out the important extent of the different influential factors of the outpatients＇ experience via statistical analysis according to the field research results of hospitals in different levels in Xi＇an of Shaanxi province, and to put forward some concrete management proposals to improve the relationship between doctors and patients. Methods Factor a- nalysis was used to analyze 15 indicators which affect the outpatients＇ experiences. Contingency analysis and variance analysis were used to find differences on the basis of the factor scores. SPSS 19.0 software was used to analyze the statistical results. Resuits Six common factors were extracted from 15 indicators, with the hospital hard power factor as the first common factor, the hospital additional service factor as the second factor, the doctor service attitude factor as the third factor, the doctor professional quality factor as the fourth factor, the doctor personal characteristic factor as the fifth factor, the medical cost factor as the sixth factor. The cumulative variance contribution rate of the six common factors was 66.8%. Contingency analysis showed that there were significant differences between the male and female patients （P=0. 011 ） , and variance analysis showed that there were significant differences between the rural patients and urban patients as to the attitude towards hospital hard power （ P = 0. 002 ）. Conclusion Hospital hard power, hospital additional service and doctor service attitude were the most important influencing factors on the outpatients experiences. Different type of patients should be treated differently by the outpatient departments of hospitals. Health care reform should attach great importance to the rational allocation of medical resources.
出处
《中国医院统计》
2013年第2期84-87,共4页
Chinese Journal of Hospital Statistics
基金
国家级大学生创新训练项目（201210698060）
关键词
医患关系
因子分析法
门诊
就诊体验
Doctor-patient relationship Factor analysis Outpatient Outpatients＇ experience
