摘要
目的了解哈尔滨市某三级甲等医院住院患者满意度情况及其影响因素,为改善医院服务质量提供思路。方法采用随机抽样方法,对2019年4—6月期间在哈尔滨某三甲医院住院患者进行问卷调查,采用因子分析对影响患者满意度的主要因素进行探讨。结果患者对医院总体服务的满意度较高,综合满意度平均分为7.71。利用因子分析提取出3个公因子,按影响住院患者满意度因子按贡献度大小排名,依次为医务人员因素(7.06)、患者感知因素(6.59)、医院自身因素(6.34)。结论医务人员因素、患者感知因素、医院自身因素均对患者满意度有着重要影响,医院应从重视医疗效果、改善患者体验、优化诊疗流程等方面不断加强服务质量管理,提高患者满意度。
Objective To make an investigation of satisfaction rates and its influencing factors of inpatients in Grade-A tertiary hospital in Harbin,in the aim of giving some recommendations of the service quality.Methods Random sampling was used to conduct a questionnaire survey among the patients who were hospitalized in the hospital from April to June in 2019.Factor analysis was used to explore the factors affecting patient satisfaction.Results The overall outpatient satisfaction was high and the overall satisfaction score was 7.710.Three common factors were extracted by factor analysis,and ranked in order by contribution degree of factors affecting inpatient satisfaction,which were medical staff factor(7.06),patient perception factor(6.59)and hospital factor(6.34).Conclusion The factors of medical staff,patients'perception and the hospital itself all have an important influence on the patient satisfaction.The hospital should pay attention to the medical effect,improve the patient experience and optimize the diagnosis and treatment process to constantly strengthen the service quality management and improve the patient satisfaction.
作者
常娜
吴群红
刘晶晶
赵苗苗
牛树敏
丁贝
马玲娜
CHANG Na;WU Qunhong;LIU Jingjing;ZHAO Miaomiao;NIU Shumin;DING Bei;MA Lingna(Department of Medical Ethics,the Second Affiliated Hospital,Harbin Medical University,Harbin,150086,China;不详)
出处
《中国社会医学杂志》
2022年第1期108-112,共5页
Chinese Journal of Social Medicine
基金
四川医事卫生法治研究中心项目(YF19-Y11)
哈尔滨医科大学创新科学研究项目(2019-KYYWF-0403)。
关键词
医院管理
住院患者
满意度
因子分析
Hospital management
Inpatient
Satisfaction
Factor analysis
