长沙市某医院老年住院患者满意度及心理需求研究

发布时间：2018-04-14 06:08

本文选题：住院患者 + 满意度　；参考：《中南大学》2010年硕士论文

【摘要】： 目的：探讨长沙市某医院老年住院患者满意度及其影响因素；探讨长沙市某医院老年住院患者心理需求及其影响因素；为某医院医疗服务质量管理提供参考依据。方法：本研究采用单纯随机抽样方法从2009年5月至7月长沙市某三级医院25个科室中随机抽取呼吸内科、骨外科、老干科、妇产科和传染科二科等9个科室的老年住院患者为研究对象。本研究采用满意度量表与心理需求量表对788名老年住院患者满意度和心理需求及其影响因素进行了调查评定。结果： 1.住院患者性别男性略多于女性,城市人口为主,主要集中在73岁以上年龄段。患者的学历主要集中在高中和中专、初中及以下两个层次上,大学及以上学历人数最少。就医人群以医疗保险为主,接近70%的患者月收入在2000元以下,高收入患者较少。患者的职业较为多样,以工人最多,约有三分之一。 2.患者对医院医疗服务质量的总体满意度较高,总体满意度达到4.15±0.53。住院患者满意度得分前五项是：医师的态度亲切和善(4.55±0.62)、当您有需要呼叫时,医护人员立即来处理(4.53±0.64),护士的态度亲切和善(4.52±0.55),住院期间医护人员每天查房认真细致(4.48±0.36)、医护人员打针抽血的技术很好(4.43±0.45),其中三项属于医务人员服务态度,二项属于医务人员技术水平。 3.长沙市老年住院患者的心理需求度评分均分为4.36±0.48。住院患者心理需求度得分前三项是：病情稳定、不再复发(4.68±0.42)、医务人员能经常与自己沟通交流(4.63±0.60),了解药物的使用方法和对不良反应的观察及处理(4.59±0.59),其中一项属于治疗期望,一项属于情感交流,一项属于疾病知识。 4.逐步回归分析显示：职业公务员、受教育程度大学及以上、月收入3000元以上老年住院患者是满意度的主要影响因素。受教育程度大学及以上、月收入3000元以上老年住院患者是心理需求的主要影响因素。教师及科技人员、公务员此两个人群的总体满意度明显低于其他学历人群。 5.住院患者满意度问卷的α信度系数是0.8567,说明这份调查表具有较高的可信性,符合量表的使用要求。根据因子分析结果,将问卷的问题分为六大类,即医疗设施环境、医务人员技术水平、医务人员服务态度、医疗费用、管理效率、治疗效果,经验证问卷的效度较高。结论： 1.长沙市某医院老年住院患者的满意度评分相对较高,均分为4.15±0.53。各个项目得分最高项目是医务人员服务态度均分为4.45±0.62,得分最低的项目是医疗费用,均分为3.86±0.63。 2.老年住院患者总体满意度的主要影响因素为：职业公务员、月收入3000元以上和教育程度大学及以上,收入水平、教育程度高的患者满意度低。 3.长沙市老年住院患者的心理需求度评分均分为4.36±0.48。老年住院患者对治疗期望的心理需求度评分是各个项目中的最高分,均分为4.56±0.39,患者对社会适应的需求不高,均分为3.92±0.46,是得分最低的项目。 4.影响老年住院患者心理需求的主要因素是月收入3000元以上和教育程度大学及以上,收入水平、教育程度高的患者心理需求增加。
[Abstract]:Objective: To explore the elderly inpatients' satisfaction and its influencing factors in a hospital in Changsha, and explore the psychological needs and influencing factors of elderly inpatients in a hospital in Changsha, so as to provide reference for the quality management of medical service in a hospital.
Methods: This study used random sampling methods in a class three hospital from May 2009 to July Changsha city in 25 departments were randomly selected from the Department of respiratory medicine, bone surgery, Department of Obstetrics and gerontology, Department of infectious diseases, two families, 9 departments of the hospitalized elderly patients as the research object. This research adopts full satisfaction and psychological demand table of 788 elderly hospitalized patients satisfaction and psychological needs and affect the investigation and assessment.
Result:
1. patients with Sex Men slightly more than women, city population, mainly concentrated in the 73 years of age. Education of patients mainly in high school and secondary school, junior high school and below the two level, the minimum number of college or above. People go to a doctor for medical insurance, or nearly 70% of the patients with the monthly income of 2000 yuan the high income were less. The patient's occupation is more diverse, with most workers, about 1/3.
2. patients overall satisfaction of medical service quality is higher, the overall satisfaction reached 4.15 + 0.53. inpatients satisfaction score before five are: physician attitude kindly (4.55 + 0.62), when you need to call, medical staff immediately to deal with (4.53 + 0.64), friendly attitude of nurses (4.52. 0.55), hospital medical staff daily rounds carefully (4.48 + 0.36), medical staff and blood injection well (4.43 + 0.45), of which three belong to the service attitude of medical staff, two of which belong to the technical level of medical staff.
3. Changsha city elderly inpatients psychological demand degree score was 4.36 + 0.48. for hospitalized patients psychological demand scores before three are: stable condition, no recurrence (4.68 + 0.42), medical personnel can often communicate with their own (4.63 + 0.60), learn to use drugs and adverse reactions of the observation and treatment (4.59 + 0.59), one of which belongs to the treatment of expectations, one belongs to emotional communication, is a knowledge of the disease.
4. stepwise regression analysis showed that the occupation of civil servants, University and higher education level, monthly income of 3000 yuan of hospitalized elderly patients are the main factors affecting satisfaction. University and higher education level, monthly income of 3000 yuan in hospitalized elderly patients were the main influence factors. The psychological needs of teachers and scientific and technical personnel, the overall satisfaction of civil servants the two group was significantly lower than other academic groups.
0.8567 is the 5. inpatient satisfaction questionnaire reliability coefficient, shows that the questionnaire has high credibility, accord with the requirement of scale. According to the results of factor analysis, the questionnaire is divided into six categories, namely medical facilities, medical personnel technical level, service attitude, medical expenses, management efficiency, treatment the effect by validated questionnaires. Validity.
Conclusion:
1., the satisfaction score of elderly inpatients in a hospital in Changsha is relatively high, which is evenly divided into 4.15 + 0.53.. The highest score of each item is that the medical staff's service attitude is evenly divided into 4.45 + 0.62. The lowest score item is medical expenses, which is evenly divided into 3.86 + 0.63..
2., the main influencing factors of overall satisfaction of elderly inpatients are: professional civil servants, monthly income of more than 3000 yuan, and education level of universities or above.
3. Changsha city elderly inpatients psychological demand degree score was 4.36 + 0.48. for the treatment of elderly hospitalized patients expectations of psychological needs is the most high score in each project, divided into 4.56 + 0.39, patients on social adaptation of the demand is not high, divided into 3.92 + 0.46, is the lowest score of the project.
4., the main factors that influence the psychological needs of elderly inpatients are the monthly income of more than 3000 yuan and the educational level of universities or above.

【学位授予单位】：中南大学
【学位级别】：硕士
【学位授予年份】：2010
【分类号】：R395

【参考文献】