摘要
目的:探讨桂林市某大型综合医院住院部患者满意度和影响因素,了解患者服务需求项目的优先次序及改善策略。方法:采用自制问卷,调查住院部患者,运用统计学方法对满意度的结果进行分析,结合KANO模型确定住院部患者服务需求属性并作重要性矩阵分析。结果:本次调查针对的27项服务内容的满意度平均得分为4.17,患者性别、年龄、文化程度与满意度显著相关(P<0.05)。住院部患者服务需求中必备质量、期望质量、魅力质量分别有9项、13项、5项;SI值与满意度的矩阵分析中,位于优先改善区域、影响优势区域分别为6项、12项,DSI值与满意度的矩阵分析中,位于优先改善区域、影响优势区域分别为2项、20项。结论:应针对不同的社会人口学特征,提供个性化服务。医院在保障必备服务的基础上,不断优化魅力服务内容。医院应结合重要性矩阵,明确目前的薄弱服务项目并发展为优势服务项目。
Objective:To investigate the patient satisfaction and influencing factors of inpatient department in a large general hospital in Guilin city,and to understand the priority and improvement strategy of patients'service demand items.Methods:A self-made questionnaire was used to investigate the inpatients,and the results of satisfaction were analyzed by statistical method.The attributes of inpatient service demand were determined by Kano model and analyzed by.matrix analysis.Results:The average satisfaction score of 27 services was 4.17.The patient’s gender,age,education level were significantly correlated with satisfaction(P<0.05).There are 9 items,13 items and 5 items of essential quality,expected quality and charm quality in the inpatient department service demand;in the matrix analysis of SI value and satisfaction,the priority improvement area and the influence advantage area are 6 items and 12 items respectively.In the matrix analysis of DSI value and satisfaction,the priority improvement area and the impact advantage area are 2 items and 20 items respectively.Conclusion:Personalized service should be provided according to different social demographic characteristics.On the basis of ensuring the necessary services,the hospital constantly optimizes the charm service content.The hospital should combine the importance matrix to identify the weak service items and develop them into the superior service items.
出处
《大众科技》
2020年第12期147-150,共4页
Popular Science & Technology
基金
广西中青年教师基础能力提升项目“KANO模型视角下住院部患者满意度调查与改善策略”(2018KY0396)
广西八桂学者岗位基金(社会医学与卫生事业管理学)。
