摘要
目的了解湖北省门诊患者的满意度及就医体验现状,分析影响门诊患者就医满意度的关键环节,为进一步改善医疗服务提供证据支持。方法运用方差分析和二分类多元logistic回归分析对2016年湖北省门诊患者就诊满意度进行分析比较。结果 2016年湖北省6家样本医院门诊患者就诊总体满意度为84.39%,比2016年全国门诊患者就诊总体满意度低2.95%。其中湖北省6家医院中满意度最高的医院为93.06%,最低的医院为69.03%。2016年湖北省6家样本医院门诊患者在"就诊流程"维度的满意度为51.65%,在"就诊体验"维度的满意度为76.52%,在"就诊环境"维度的满意度为69.37%,在"整体评价"维度的满意度为71.08%。"医院利用信息化手段,提供了多种渠道指导合理用药""医护人员耐心询问病史、沟通病情""医护人员耐心讲解治疗方案用药方法及注意事项""我感到个人隐私受到了保护、服务窗口工作人员态度好""我对本次接诊医生充分信任""休息等候区提供饮水服务"为影响湖北省6家医院门诊患者就诊总体满意度的主要因素。结论 "就诊流程"是湖北省门诊患者满意度最低的维度,医院应加强信息化建设,提高就诊流程效率,调节优质医疗服务供求关系,同时提供多种类型的门诊服务,进一步提高门诊患者满意度。
Objective To find out the outpatient satisfaction and medical experience in Hubei Province, and to ana- lyze the key links affecting the outpatien medical satisfaction in order to provide evidence to improve medical services. Methods Through using analysis of variance and dichotomous multivariate logistic regression analysis, comparing the satisfaction rates of outpatients in 2016 in Hubei Province. Results The overall satisfaction rate of outpatients in six sample hospitals in Hubei Province in 2016 was 84.39%, which was 2.95% lower than the overall outpatient satisfaction rate in China in 2016. Among 6 hospitals in Hubei Province, the highest satisfaction rate of hospital was 93.06%, and the lowest hospitals was 69.03%. In 2016, the satisfaction rate of outpatients in 6 sample hospitals in Hubei Province was 51.65% in the ＂flow of visiting＂ dimension, 76.52% in the ＂experience of visiting＂ dimen- sion, 69.37% in the ＂visiting environment＂ dimension, and the satisfaction rate of the ＂overall evaluation＂ di- mension was 71.08%. ＂The hospital uses informative means to provide a variety of channels to guide the rational use of medicines＂, ＂health care workers patiently asking history, communicating with patients on illness＂, ＂health care workers patiently explaining the treatment options, medication methods and precautions＂, ＂1 feel personal privacy has been protection, service window staff attitude＂, ＂1 fully trust the doctor＂, and ＂waiting area to provide drinking water service＂ are main factors affecting the overall satisfaction rate of outpatients in 6 hospitals in Hubei Province. Conclusion ＂Flow of visiting＂ is the lowest satisfaction level among outpatients in Hubei Province. Hospitals should strengthen information construction, improve the efficiency of ＂flow of visiting＂, regulate the relationship between supply and demand of high quality medical services, and provide various types of outpatient services to further improve outpatient satisfaction.
作者
胡梦
李诗瑶
艾丽唤
刘远立
张治国
HU Meng;LI Shi-yao;AI Li-huan(School of Medicine and Health Management,Tongji Medical College,Huazhong Univer sity of Science and Technology,Wuhan,Hubei,430030,China)
出处
《中国医院管理》
北大核心
2018年第6期4-8,共5页
Chinese Hospital Management
基金
中央高校基本科研业务费专项资金资助(2016AB022)
关键词
医疗服务
行动计划
门诊患者
满意度
评估
就医体验
medical service
action plan
outpatient
satisfaction degree
evaluation
experience of visiting
作者简介
通信作者：张治国E-mail：zhangzhiguo@mail.hust.edu.cn
