全国二、三级医院住院患者满意度及其影响因素的研究

发布时间：2018-02-23 07:47

本文关键词： 住院患者满意度影响因素 HCAHPS　出处：《中国护理管理》2016年11期 　论文类型：期刊论文

【摘要】：目的:描述我国二、三级医院住院患者对医疗服务满意度的现状,并分析其影响因素。方法:采用分层、系统、方便抽样的方法,使用住院患者对医护人员和医疗系统评价量表(HCAHPS)汉化版,对我国内地9个省/自治区/直辖市的181所二、三级综合性医院6494名患者进行调查。结果 :55.64%的患者认为其所在医院最好(9~10分),54.75%的患者愿意向朋友和家人推荐该医院。各项医护服务平均满意度为51.51%,出院指导的满意度最高(71.30%),用药沟通的满意度最低(30.91%)。影响推荐意向的因素有7个,包括患者年龄、最高学历、自评健康状况、住院天数、所在病区、医院等级和所在地级。结论 :我国住院患者基本满意二、三级医院的服务质量,其中对出院指导的满意度最高,对用药沟通的满意度最低。建议根据服务对象需求,提升医护服务薄弱环节服务质量,明确各级医院接诊范围,重视服务质量的保障。
[Abstract]:Objective: to describe the present situation of inpatients' satisfaction with medical service in the second and third class hospitals in China, and to analyze the influencing factors. Methods: stratified, systematic and convenient sampling method was used. Using HCAHPS-based Chinese version of inpatient evaluation scale for health care personnel and medical system, 181 out of 9 provinces / autonomous regions / municipalities directly under the Central Government in the mainland of China were selected. The results showed that 55.64% of the patients thought that their hospital was the best one, 54.75% of them were willing to recommend the hospital to their friends and family. The average satisfaction of each medical service was 51.51%. The highest degree of satisfaction was 71.30 and the lowest degree of satisfaction was 30.910.There were 7 factors influencing the intention of recommendation. It includes patient age, highest educational background, self-assessment health status, length of stay in hospital, ward, hospital grade and location level. Conclusion: our country's hospitalized patients are basically satisfied with the service quality of the second and third class hospitals. Among them, the satisfaction of discharge guidance was the highest, and the satisfaction of drug use communication was the lowest. It was suggested that according to the needs of the clients, the service quality of the weak link of medical care should be improved, the scope of hospital service at all levels should be defined, and the guarantee of service quality should be emphasized.
【作者单位】：复旦大学附属华东医院急诊室;中山大学护理学院;
【基金】：美国中华医学基金项目(08-889) 全国卫生职业教育发展基金(09-ZD06)
【分类号】：R47

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