哈尔滨市某三级甲等医院住院患者满意度因子分析

目的 了解哈尔滨市某三级甲等医院住院患者满意度情况及其影响因素,为改善医院服务质量提供思路.方法 采用随机抽样方法,对2019年4—6月期间在哈尔滨某三甲医院住院患者进行问卷调查,采用因子分析对影响患者满意度的主要因素进行探讨.结果 患者对医院总体服务的满意度较高,综合满意度平均分为7.71.利用因子分析提取出3个公因...

Factors Analysis of the Inpatients'Satisfaction Degree in a Grade A Tertiary Hospital in Harbin

Objective To make an investigation of satisfaction rates and its influencing factors of inpatients in Grade-A tertiary hospital in Harbin,in the aim of giving some recommendations of the service quality.Methods Random sampling was used to conduct a questionnaire survey among the patients who were hospitalized in the hospital from April to June in 2019.Factor analysis was used to explore the factors affecting patient satisfaction.Results The overall outpatient satisfaction was high and the overall satisfaction score was 7.710.Three common factors were extracted by factor analysis,and ranked in order by contribution degree of factors affecting inpatient satisfaction,which were medical staff factor(7.06),patient perception factor(6.59)and hospital factor(6.34).Conclusion The factors of medical staff,patients'perception and the hospital itself all have an important influence on the patient satisfaction.The hospital should pay attention to the medical effect,improve the patient experience and optimize the diagnosis and treatment process to constantly strengthen the service quality management and improve the patient satisfaction.