基于因子分析法的我国西部地区县级医院门诊患者就诊满意度研究

目的调查我国西部地区县级医院门诊患者满意度,并分析其影响因素。方法采用问卷分析法对我国西部11省县级医院门诊患者满意度进行调查,通过因子分析检验问卷的信度及效度,并通过多因素分析探索不同患者群体的满意度差异。结果因子分析结果显示,问卷总体信度相对较高,患者总体满意度由就医环境与服务水平、就医成本2个维度构成,2 754名受访者总体满意度平均分为3.42;多因素分析结果显示,不同年龄、教育程度、职业、月收入、就诊机构类型及慢性疾病患病情况的受访者的各维度或总体满意度差异有统计学意义。结论我国西部地区县级医院门诊患者总体满意度不高;问卷可行性较好,可作为评价我国经济落后地区门诊医疗服务质量的参考工具。

Satisfaction Survey among County-level Hospital Outpatients in Western China:An Exploratory Factor Analysis

Objective To investigate the outpatients satisfaction of county-level hospitals in Western China,and to explore the influencing factors.Methods Questionnaire was constructed to survey the satisfaction among randomly selected samples in 11 provinces of Western China.Exploratory factor analysis(EFA)was conducted to study the reliability and validity of questionnaire and multivariate analysis to study the population difference of satisfaction.Results EFA result showed that a 2-factor solution was adopted to explain the overall satisfaction.Factors identified were"hospital environment&service level"and"cost".Overall satisfaction score was 3.42.Multivariate analysis result indicated that population with different age,education background,job,monthly income,visiting hospital category and chronic disease history had significant different dimensional or overall satisfaction.Conclusion The overall satisfaction of county-level hospital outpatients in Western China is relatively low.The validity and reliability of the questionnaire is relatively high,which could be considered as a feasible tool to evaluate the quality of health care service in underdeveloped area.