应用结构方程模型探讨门诊患者满意度

目的应用结构方程模型找出门诊患者满意度的影响因素,提出改善的建议。方法通过探索性因子分析和结构模型的拟合修正,得出影响患者满意度的各因素及其之间的关系。结果模型拟合较好,患者基本情况不影响总体满意度,患者对价值和质量的感知直接影响总体满意度,价值感知影响较大,总体满意度基本决定了患者的忠诚度。结论提高患者满意度和忠诚度,质量方面应提高就医效率和医生的技术、改善护士的态度,并降低医疗费用。

Application of Structural Equation Modeling in the Analysis of Patient Satisfaction

ObjectiveIdentify the factors which impact outpatient satisfaction and how to improve by structural equation model(SEM). MethodsUsing exploratory factor analysis and structural model find the factors which affect the satisfaction and their relationships. ResultsThe models fit well.It shows patients’ perceptions of value and quality directly affect satisfaction but social status not.Patients’satisfaction almost decide their loyalty. ConclusionSEM can scientifically and objectively applied to the analysis of patient satisfaction,also it was well in line with the truth.It shows to improve patients’ satisfaction,the hospital should enhance the efficiency and the doctors’ technology,the environment and the attitude of nurses also should be better,but the key way is to reduce medical costs.