摘要
目的了解南昌市3家三级医院门诊患者的就医体验,为进一步改善医院门诊服务质量提供参考依据。方法2015、2017年分别对南昌市3家三级甲等医院门诊患者满意度进行调查,采用李克特5级评分,用t检验、秩和检验、logistic模型等方法进行统计分析。结果2015、2017年门诊患者总体满意率分别为87.2%和89.1%,患者总体满意度显著升高,且满意度在就诊流程、诊疗行为方面显著提高(均P<0.001),而就诊环境满意度有明显下降(P<0.001)。logistics回归显示:不同医院和挂号方式对总体满意率影响较大。结论3家医院总体满意度有所改善,就诊流程与诊疗行为改善相对明显,但服务环境改善明显不足,应加强网络预约,减少等候时间,改善患者就医体验。
Objective:To understand the medical experience of outpatients in hospitals of Class A and Grade Three in Nanchang,and provide reference for further improving the service quality of outpatients in hospitals.Method:the satisfaction of outpatients in hospitals of Class A and Grade Three in Nanchang was investigated in 2015 and 2017,and the 5-Likert scale,t-test,rank sum test,logistic model and other methods were used for statistical analysis.Result:In 2015 and 2017,the overall satisfaction rate of outpatients was 87.2%and 89.1%,respectively.The overall satisfaction of patients was significantly increased,the satisfaction was significantly improved in the treatment process and treatment behavior(P<0.01),while the satisfaction of treatment environment was significantly decreased(P<0.001).Logistics regression showed that different hospitals and registration methods had a greater impact on the overall satisfaction rate.Conclusion:The overall satisfaction of the three hospitals has improved,and the treatment process and treatment behavior have been improved significantly,but the service environment has not been improved significantly.Therefore,online appointment should be strengthened to reduce waiting time and improve patients’medical experience.
作者
彭伊婧
周小军
刘忻
吴驰宇
曹狮玲
PENG Yi-jing;ZHOU Xiao-jun;LIU Xin;WU Chi-yu;CAO Shi-ling(School of Public Health,Nanchang University ,Nanchang 330006,China;Jiangxi Province Key Laboratory of Preventive Medicine,Nanchang 330006,China;Wuxi Maternity and Child Health Care Hospital,Wuxi,Jiangsu 214002,China)
出处
《现代医院管理》
2019年第4期13-17,共5页
Modern Hospital Management
基金
江西省卫生与计划生育委员会医院综合改革干预项目(2017JXSWJW025)
关键词
门诊服务
患者满意率
影响因素
就医体验
outpatient service
patient satisfaction rate
influencing factors
medical experience
