南京市高淳区公立一级医疗机构部分单病种支付方式改革的实践与成效

目的了解南京市高淳区公立一级医疗机构部分单病种支付方式实施的具体情况、成效和社会经济影响。方法调查高淳区公立一级医疗机构部分单病种支付的方案,收集补偿方案资料,采用问卷调查的方法获知农民满意度。结果部分单病种支付方式的实践,提高了新农合基金使用效率,补偿比较高,农民满意度较高。结论公立一级医疗机构实施部分单病种支付,能有效提高新农合基金使用效率,农民降低疾病负担,规范医疗机构行为,并能够获得较好的社会影响,但要注意防止过度医疗。     

闸北区社区卫生服务职工工作满意度分析

目的:为了更好地开展社区卫生服务,就闸北区社区医疗机构职工满意度进行调查评价.方法:应用自行设计的调查问卷对闸北区九所社区卫生服务中心的在职职工472名进行调查,用SPSS软件描述与分析满意度相关指标.结果:闸北区社区医疗机构职工总体满意度均分为3.77;同事间关系满意度最高,收入分配满意度最低;培训满意度较差;影响满...     

山东省基层医疗机构老年人健康管理现况研究

目的:调查山东省内接受基本公共卫生服务的老年人健康管理情况和城乡老年居民对基层医疗机构满意情况.方法:采用多阶段抽样的方法抽取调查对象,对其健康体检记录进行核查,并采用电话或面访的方式对调查对象进行满意度访谈,采用spss19.0对结果进行分析,利用x2检验比较城乡健康体检记录合格率及老年居民对医疗机构满意情况.结果:总共抽取调查对象1632名,健康体检记录合格为1293人(79.23％),其中城市合格700人(700/905,77.35％),农村合格593人(593/727,81.57％).城乡体检记录合格率差异有统计学意义,农村好于城市.山东省老年居民对基层医疗机构满意度较高(高于95％),城乡比较发现,农村居民在健康的有用程度,医务人员技术水平,医务人员服务态度方面的满意度高于城市居民(P＜0.05).结论:山东省农村老年人健康体检记录规范管理情况好于城市,农村居民对基层医疗机构的满意度也较城市高.     

福建省上杭县新型农村合作医疗满意度调查研究

目的：调查参合农民对新型农村合作医疗（新农合）的满意度，分析影响农民对其满意度的因素，为我国新农合特别是福建山区改进和优化新农合实施方案提供决策参考。方法：选取上杭县临江镇和临城镇2个乡镇200户农民作为调查对象，采用走村人户与农民面对面访谈的方式，通过事先设计好的调查问卷随机对其进行调查。结果：闻卷回收率为100%，调查数据显示农民对新农合的总体满意度为78．6％；参合方式、补偿方式、报销比例、定点医疗机构的相关情况、群众意见表达情况是影响新农合满意度的主要因素。结论：建议加大新农合的宣传力度，合理设置补偿方式及报销比例，有效运行定点医疗机构，建立农民利益表达机制，以增进农民对新农合的满意度，从而使其更快更好地发展。     

新型农村合作医疗分级诊疗制度医患双方认知情况分析

目的:了解医务人员和患者对新型农村合作医疗分级诊疗制度的知晓情况、满意度等态度,为完善新型农村合作医疗分级诊疗制度提供参考依据。方法:采取随机方便抽样的方式,选取四所医疗机构的医务人员和患者进行问卷调查。结果:医务人员和患者对新型农村合作医疗分级诊疗制度的满意度情况较好,患者对政策的知晓情况较差,医患双方均对分级诊疗政策抱有较高的期待。结论:建立健全相应的配套措施,为医务人员购买医疗责任险,建立合理的奖惩机制,加强政策的宣传力度和基层医疗机构的服务能力。     

患者满意度测评在中国医院管理中的应用与问题

患者满意度测评作为评价医疗服务质量与医护人员工作绩效的有力工具,在国内外医疗机构广泛使用,很多学者在这一领域进行了研究[1]。本研究旨在了解当前医疗机构在患者满意度测评过程中的方式、方法,分析存在的问题与不足,研究结果可作为开发患者满意度测评体系的基础与推广工作的出发点。调查过程中,从患者满意度测评的形式、频率、规模、负责机构、测评结果的用途等方面对医院患者满意度的测评现状进行了全面的了解。     

云南省龙陵县新型农村合作医疗定点医疗机构服务质量评价

目的:探讨不同人群对新型农村合作医疗定点医疗机构服务质量的评价情况,确保新型农村合作医疗制度的顺利推行。方法:采用流行病学现场调查方法。结果:全体调查对象对各定点医疗机构服务条件的评价分布差异分别都有统计学意义(P<0.001)。参合农民与医务人员对各定点医疗机构的服务态度、总体满意度和选择就诊的评价分布差异分别都有统计学意义(P<0.01)。经非条件Logistic回归分析表明,参合农民选择村卫生室就诊的主要原因是医生服务态度好、可信度高和就医方便等。医务人员选择县医院就诊的主要原因是医疗设备较好、总体满意度较高等。结论:各级定点医疗机构服务质量一般。建议有关卫生主管部门努力改善乡村卫生机构的服务条件,改善县级医疗机构的服务态度,严格控制农村医药费用的不合理增长。     

患者参与医疗机构手卫生促进调查问卷的构建

目的构建患者参与医疗机构手卫生促进调查问卷,为国内开展患者参与医疗机构手卫生促进提供测量工具。方法采用文献调研、专家小组讨论、试调查、德尔菲法,构建调查问卷。结果患者参与医疗机构手卫生促进调查问卷包括患者和医务人员两个子问卷,均由20个条目构成,内容包括手卫生认知、参与手卫生促进意愿及参与方式等。结论初步形成了患者参与医疗机构手卫生促进调查问卷,可用于测量患者和医务人员对患者参与医疗机构手卫生促进的意愿及影响因素等。     

上海市某区二级医疗机构门诊医疗服务满意度分析

为了解上海市某区二级医疗机构门诊医疗服务的满意度情况,为监督管理和医疗服务的改进提供科学建议。使用自行设计的满意度测评方案,在知情同意的前提下,用定性和定量相结合的研究方法对门诊患者进行调查。结果2家医疗机构外来流动人口比例高,最不满意的服务项目集中在候诊时间、医疗费用的可承受性、收费的透明性;多因素Logistic回归分析发现:就诊医院、就诊次数、患者年龄3个变量与患者对门诊服务满意度有关。健全的导医制度、良好的服务态度、清楚的服务导向标识已成为某区二级医疗机构的服务特色。但医疗机构要继续降低医疗费用,让患者明明白白消费;同时提供特色服务,应对外来人口和社会老龄化压力。     

苏州地区基层医疗机构患者对基本药物制度满意度的调查及分析

目的了解苏州地区基层医疗机构患者对基本药物制度的满意度,并对其影响因素进行分析。方法采用分层随机抽样方法,抽取2015年1—12月在苏州市5个区(市)基层医疗机构就诊的1 250例患者进行满意度问卷调查,并对其影响因素进行分析。结果 66.88%的调查对象对基本药物制度知晓,33.12%的调查对象对基本药物制度不清楚。在知晓基本药物制度的调查对象中,对基本药物制度的满意度为(7.42±2.10)分,基本药物制度的满意率为85.89%。性别、年龄、户口类型、人均家庭收入、身体情况、关注基本药物制度和就医首选方法均对基本药物制度满意度的影响有统计学意义(P0.05),女性、年龄较大、农村户口、人均家庭收入低、身体情况较差、关注基本药物制度和就医首选社区医院等基层医疗机构的患者对基本药物制度满意度高。结论应加强基本药物制度宣传,进一步完善基本药物制度,提高患者的满意度。     

患者满意度影响因素的第三方调查

目的 分析影响第三方满意度调查结果的原因并逐步改进,提高患者满意度.方法 由专业的第三方评价机构对出院患者进行电话回访,拟出分析报告,由医疗机构相关负责人通过电话回访录音结合分析报告,汇总分析影响出院患者满意度的原因,并从多方面进行持续改进.结果与结论 在第三方满意度调查中,出院患者满意度的高低与医院服务质量,就医环境,调查者的素质和责任心,调查时机,患者的个性、素质、需要、期望,以及对服务缺陷的认知水平和耐受性均有关系.     

Development of a patient satisfaction survey for outpatient care: a brief report

Patient satisfaction has become a significant component of health care outcomes and an increasingly important component of quality assessment. Selecting the appropriate methods to measure patient satisfaction is a critical challenge for health care managers, yet, there is limited knowledge of the methods used to develop patient satisfaction instruments. In this brief report, we provide insights into the development of a patient satisfaction instrument for outpatient care at the Duke Private Diagnostic Clinic (PDC). We surveyed the 12 medical directors and asked them to rate 15 concept areas for inclusion in an outpatient satisfaction survey. We then constructed a patient satisfaction survey by drawing selected subscales from the publicly available PSQ-18 (Patient Satisfaction Questionnaire) and CAHPS (Consumer Assessment of Health Plans) surveys to address the seven highest rated concept areas: 1) general/overall satisfaction; 2) courteousness of office staff; 3) courteousness of physicians; 4) doctor/patient communication; 5) professionalism; 6) ease and time to get appointment; and 7) technical quality of care.     

Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital.

OBJECTIVE: . The aim of this study was to assess clinical staff's opinions on the results of in-patient satisfaction surveys and their use within the quality improvement process. SETTING: The institution is a 2200-bed teaching hospital of tertiary health care employing 8000 professionals. Patient satisfaction surveys are carried out each year using a validated questionnaire mailed to a random sample of patients. The specific results of each department are sent to the medical and paramedical managers. METHODS: We conducted a questionnaire survey on 500 care providers randomly selected in every medical and surgical department. RESULTS: A total of 261 questionnaires were returned and analysed. Overall, 94% of responders had a favourable opinion of the patient satisfaction surveys. They considered that the patient was able to judge hospital service quality, especially in its relational, organizational, and environmental dimensions. The specific results for the department were less well known than the overall hospital results (60 versus 76%). These results were formally discussed in the department according to 40% of responders; 40% declared that these data resulted in improvement actions and considered that they led to modifications in their behaviour with patients. CONCLUSIONS: Despite a declared interest in satisfaction surveys, the results remain underused by hospital staff and insufficiently discussed within teams.     

Is this satisfaction survey satisfactory? Some points to consider in their planning and assessment

Measuring patient satisfaction is one of the commonest evaluation activities in the NHS. The main aim of the article is to highlight some of the most important aspects of planning, undertaking and critically appraising satisfaction surveys. Key areas considered include: survey aims; definition of concerns; nature of survey populations; methods; interpretation of results; and outcomes and implementation.     

Comparison of three visit-specific patient satisfaction instruments: reliability and validity measures and the effect of four methods of data collection on dimensions of patient satisfaction

The purposes of this study were to evaluate the reliability and validity of three short-form patient satisfaction instruments and to examine the effects of data collection methods on patient satisfaction ratings. With a framework to assess quality of care from the patient's perspective, acceptability, accessibility, patient satisfaction rating, provider recommendation, and patient demographic data were collected using three patient surveys: the Health Outcomes Institute questionnaire (HOI); the Nalle Clinic survey (Nalle); and a commercially marketed survey (COM). The four methods of data collection were (1) receptionist-distributed at check-in, (2) student-distributed at check-out, (3) mail, and (4) phone. Data were collected on a systematically selected sample of 1,840 patients who were appointed in two family practice departments of the Nalle Clinic in Charlotte, North Carolina. From the 925 completed surveys, the results indicated that the HOI instrument scored higher on the reliability and validity measures in this patient sample than the Nalle or COM surveys. Analysis of variance was then conducted on the HOI scores across the four methods of data collection. The conclusion was that the method of data collection did not significantly influence any of the patient satisfaction indicators in the family practice sample.     

患者满意度调查方法改进及效果评价

通过对患者满意度调查内容、调查方法、调查方式的改进,使患者满意度调查较全面、真实地反映医疗、服务过程中的信息,成为医疗质量和服务质量持续提升的有效抓手。改进后的患者满意度调查消除了病人的顾虑和来自医院的干扰,避免了外界因素的影响,能够表达真实的信息。同时,注重质量管理过程的调查结果,为医院管理提供了真实、可靠的依据。     

医共体内医疗设备用户满意度评价——基于SEM-DMA方法

目的构建医疗设备用户满意度评价模型并应用模型客观、真实评价医共体内医疗设备用户满意度,为优化县域医共体内医疗设备使用和配置提供参考建议方法基于我国中西部地区医共体内诊断类医疗设备使用调查数据,使用结构方程模型(SEM)构建满意度评价模型,应用动态物元分析方法(DMA)客观评价医疗设备用户满意度结果医疗设备用户满意度评价模型准确性良好(c2/df=1.49),结果区别度高;医共体内医疗设备用户满意度综合评价结果为70.34;不同品牌、类别和不同级别机构内设备的满意度评价存在显著差异(t=-2.275,P=0.025;t=-2.649,P=0.009;t=3.490,P=0.001)结论进口品牌、县级医疗机构的设备使用满意度相对更高,政府和医院应加强对设备的临床效果和创新功能的关注,以促进国产品牌、乡级机构医疗设备使用效果的提高。     

河南省农村地区HIV/AIDS卫生服务利用现状调查

[目的]利用2004年和2009年对河南省农村地区HIV/AIDS的基线调查数据,分析艾滋病防治政策实施后卫生服务利用的改善情况,为政策改进提供感染者数据支持。[方法]通过问卷调查收集HIV感染者、AIDS患者以及对照人群对各级医疗机构的门诊和住院服务利用情况。[结果]调查前三个月内,AIDS患者、HIV感染者和对照组门诊平均就诊次数分别为33.55次、24.55次和10.28次,平均住院次数分别为0.43次、0.37次和0.26次,前两组均高于后者;HIV/AIDS对各级医疗机构的满意度均高于健康对照者（t=3.046,P〈0.05）。[结论]与2004年调查结果相比,HIV/AIDS对各级医疗卫生机构利用率呈明显上升趋势,且集中在村卫生室和乡镇卫生院就诊和住院。建议加强基层医疗卫生机构卫生服务能力建设,以保证农村为基础的艾滋病医疗救治体系可持续发展。     

Positioning patient-perceived medical services to develop a marketing strategy

In today's medical market, marketing philosophy is being rapidly transformed from customer searching to patient satisfaction and service improvement. The principal objective of this study was to contribute to the establishment of a desirable medical marketing strategy, through the factors of customer satisfaction and the positioning of patients' perceptions by marketing institutions. The data were collected from 282 students of the College of Public Health and Medicine in Seoul. The survey tools were developed using the SERVQUAL scale. Analysis in this study involved both statistical and network analysis. The former was used to verify the determinants of service satisfaction as perceived by respondents, via factor analysis and multiple regression analysis. The latter was obtained using a positioning map and 2-mode network analysis with the matrix data converted from raw data. The determining factors for patient satisfaction were identified as facilities, accessibility, process, physicians, and medical staff. The regression equation was significant (R = 0.606), and the most influential variable was the service quality of physicians (β = .569). According to multidimensional scaling, the positioning of medical institutions indicated that patients' perceptions were affected by hospital size and specialization. By recognizing and managing patient satisfaction, medical institutions are able to foster customer loyalty and, in turn, to enhance service quality. It is necessary to develop an adequate marketing mix to provide better medical services and to overcome medical competition among institutions.     

基于“互联网+”的医共体共享中药房服务患者满意度调查与分析△

目的:调查和分析基于"互联网+"的医共体共享中药房患者满意度及其影响因素,为评价和提高共享中药房服务质量提供参考。方法:采用问卷调查的形式收集医共体内196名就诊患者的满意度信息,并对其进行统计分析。结果:196名患者就诊总体满意度为79.93%,其中116名患者接受过共享中药房服务,其就诊总体满意度为81.90%,共享中药房服务总体满意度为88.79%,通过多重线性回归分析发现代煎服务中药口感和配送及时性对共享中药房服务总体满意度存在显著性影响(P <0.05)。结论:医共体共享中药房服务患者满意度总体状况较好,共享中药房在改善基层医疗卫生机构中药服务能力的同时,还要重视质量监管体系的完善,提升服务质量。