口腔诊所就诊病人现状典型调查与发展策略

发布时间：2018-03-14 02:47

本文选题：口腔健康　切入点：典型调查　出处：《第四军医大学》2014年硕士论文　论文类型：学位论文

【摘要】：目的:了解口腔诊所就诊病人现况,制定口腔诊所行政管理与服务发展策略。方法:采用典型调查选择口腔诊所,对口腔诊所就诊病人按2:1随机抽样,进行连续1年的现场问卷调查。现场对就诊病人进行采用“一对一”的调查方式,以即刻答题方式完成问卷。结果:共调查对象为1296人,分析表明不同性别就诊病人一般现况中职业,不同年龄就诊病人一般现况中文化程度和职业,不同文化程度就诊病人一般现况中年龄、家庭收入和职业,不同职业就诊病人一般现况中性别、年龄和文化程度有统计学区别(P0.01)。共调查对象为1296人,分析表明不同性别口腔就诊病人口腔口腔就诊史,初复诊情况和医疗支付没有显著差异;不同年龄口腔就诊病人口腔口腔就诊史,初复诊情况和医疗支付中看过几次牙、就诊存在的最大担忧、就诊目的和交通工具差异有统计学意义(P0.01);不同家庭收入口腔就诊病人口腔口腔就诊史,初复诊情况和医疗支付中看过几次牙、其他口腔医疗机构就诊过、就诊存在的最大担忧、就诊目的、交通工具和医药费差异有统计学意义(P0.01);不同文化程度口腔就诊病人口腔就诊史,初复诊情况和医疗支付中就诊目的和交通工具差异有统计学意义(P0.01);不同职业口腔就诊病人口腔就诊史,初复诊情况和医疗支付中看过几次牙、就诊存在的最大担忧、就诊目的、交通工具、医药支付方式差异有统计学意义(P0.01)。不同年龄就诊病人满意度无明显差异,不同性别和不同文化程度口腔医疗就诊病人对医疗费用的满意度有统计学区别(P0.01),不同收入水平口腔医疗就诊病人对医疗设备的满意度有统计学区别(P0.01)。不同性别口腔就诊病人口腔保健行为调查中刷牙次数有显著差异(P0.01);不同年龄口腔就诊病人口腔保健行为调查中刷牙次数和刷牙时间有显著差异(P0.01);不同收入口腔就诊病人口腔保健行为调查中刷牙次数、刷牙时间、选用牙膏和是否定期口腔检查有显著差异(P0.01);不同文化程度口腔就诊病人口腔保健行为调查中刷牙时间有显著差异(P0.01);不同职业口腔就诊病人口腔保健行为调查中选用牙膏有显著差异(P0.01)。结论:就诊病人一般情况构成符合口腔诊所服务于大众客户的定位,在营销中应推出增加大众客户的举措。不同年龄、不同家庭收入、不同文化程度、不同职业口腔就诊病人的口腔就诊史,初复诊情况和医疗支付方式和交通工具有差异。口腔诊所就诊病人收费满意度最低,提示我们要改进医疗费用管理,全面提高就诊病人满意度。就诊病人尚未形成良好的口腔保健行为,必须开展口腔健康教育,改善病人自我保健行为。从行政管理与服务层面提出制定口腔卫生政策与法规、加强口腔医疗行业督导、规范口腔诊所收费项目、建立基本口腔医疗保险的行政管理与服务发展策略。从民营口腔诊所管理与服务层面提出人力管理策略、质量管理策略、服务管理策略的经营管理与服务发展策略。
[Abstract]:Objective: to understand the status of dental clinic patients, development of administrative management and service strategy of dental clinic. Methods: the typical survey of oral clinic of oral clinic patients according to 2:1 random sampling survey was conducted for 1 consecutive years. The scene of the patients with "a survey", to complete the questionnaire the immediate answer mode. Results: a total of 1296 people were investigated. The analysis showed that treatment in patients of different gender in occupation, education level and occupation in patients of different age, different culture degree of patients in age, family income and occupation, occupation of patients in different gender, there were the difference between age and education level (P0.01). A total of 1296 people were investigated, analysis showed that different gender patients oral oral medical history, early referral and There is no significant difference between different age of oral medical payment; patient oral medical history, early referral and medical payment several times teeth, the biggest concern is treatment, there was statistical significance to treatment and transport (P0.01); the difference of different family income of oral cavity of patients oral medical history, early referral and medical pay in a few times. Teeth, other oral medical institutions, medical treatment is the biggest concern, there was statistical significance of transportation and medical expenses difference (P0.01); different culture degree of oral cavity of patients of oral medical history, early treatment and follow-up were statistically significant in the medical payment purpose and transport (difference P0.01); different occupation oral outpatients oral treatment history, early referral and medical payment several times from teeth, being the largest worry, medical, transportation The difference was statistically significant, medical payment (P0.01). There is no significant difference in different age patients' satisfaction with treatment, there was statistical difference between different gender and different culture degree of oral medical patient satisfaction on medical cost (P0.01), there was statistical difference between different income levels of oral medical patient satisfaction on medical equipment (P0.01). Brushing survey oral health behaviors of patients in different gender oral number had significant difference (P0.01); brush survey oral health behavior in different age patients of oral treatment times and brushing time have significant difference (P0.01); brush survey on oral health behavior of different income oral outpatients number, brushing time, use toothpaste and regular oral examination significantly the difference (P0.01); there were significant differences brushing survey on oral health behavior of different cultures of oral outpatients in between (P0.01); The investigation of different occupation oral outpatients oral health care in the selection of toothpaste has significant difference (P0.01). Conclusion: with the positioning dental clinic services to the public customers constituted patients in general, in marketing should be introduced to increase the mass of customers. Measures of different ages, different family income, different education degree, different occupation history of oral treatment oral patients, early referral and medical payment and transportation are different. Dental clinic outpatient charges the lowest satisfaction, suggesting that we should improve the medical expense management, and improve patients satisfaction. The patient has not yet formed a good oral health behavior, must carry out the oral health education, improve self-care behaviors of patients develop. Oral health policies and regulations from the administrative management and service level, strengthen the oral health care industry supervision, standardize oral cavity clinic fees To establish a strategy for the development of administrative and service for basic oral health insurance. From the aspect of management and service of private dental clinics, we put forward human management strategy, quality management strategy, service management strategy, management and service development strategy.

【学位授予单位】：第四军医大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：R780.1

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