摘要
目的：了解新医改后合肥市某三甲医院门诊患者的满意度,为医院主管部门提供管理依据。方法：对420名门诊患者进行满意度调查,并对调查结果进行统计描述、t检验、方差分析及多元线性回归分析。结果：满意度调查问卷总的Cronbach＇sα信度系数为0.96,问卷有效回收率为94%。被调查的396名门诊患者综合满意度得分为1.17分,呈中等以上满意,总满意率为89.6%。各维度的满意度评分范围1.19分～1.78分。付费方式是满意度的影响因素;居住地不是满意度的影响因素。结论：应优化就诊流程,提高就诊效率;提高医院员工对工作的满意度,提升医院的医疗服务能力及服务态度,把不断提升患者满意度作为医院工作的终极目标。
Objective To know about the outpatients＇ satisfaction in a tertiary hospital of Hefei city after the new health care reform and to provide evidence-- based reference for hospitals. Methods A survey was conducted among 420 outpatients and statistical description, t test, variance analysis and multiple linear stepwise regression analysis were a- dopted for the analyzing the results. Results Total Cronbach＇s alpha reliability coefficient was 0.96. The effective return rate of questionnaire was 94%. Of 396 outpatients the comprehensive satisfaction score was 1.17, which was higher than moderately satisfied,and the overall satisfaction rate was 89.6 %. The dimension of satisfaction score ranged from 1.19 to 1.78. Payment metbod was the influence factor of outpatients＇ satisfaction while residence was not. Conclusions The process should be optimized to improve the efficiency of diagnosis. Besides it is vital to increase job satisfaction, medical service capacity and attitude of the staff so as to improve patients＇ satisfactidn.
出处
《中国农村卫生事业管理》
2016年第6期725-729,共5页
Chinese Rural Health Service Administration
基金
科学技术部863计划子课题(编号:2012AA02A616)
2013年安徽省年度重点科研计划项(编号:1301043018)
关键词
门诊患者
满意度
影响因素
outpatient
patients＇satisfaction influence factor
