三级甲等医院患者忠诚度影响因素研究

摘要：目的 探讨影响三级甲等医院患者忠诚度的因素，为提高患者忠诚度、增强医院实力、促进医院健康持续发展提供参考依据。方法 采用横断面调查法。在某三级甲等医院门诊和病区分别随机抽取10个科室，对2009年10月—2010年1月间的诊疗患者或陪护人员随机发放调查问卷，完成有效问卷2188份。结果 调查对象对该医院各项医疗服务的满意度均大于90.0%；忠诚度为83.1%。 结论　患者忠诚度与医疗水平和服务质量、医院品牌、交通便捷性、医患人际关系、投诉渠道通畅性、患者满意度等因素有关。

The Study on the Influencing Factors of Patients' Loyalty to Hospitals of Grade Three, Class A

In order to discuss the factors affecting the patients＇ loyalty to hospitals of Grade Three,Class A and provide referring base for the improvement in patient＇s loyalty, strengthening hospitals and promoting sustainable development of hospitals, the writers ,with cross-sectional survey method, sampled randomly 10 departments in sections for outpatients and areas for inpatients in hospitals of Grade Three,Class A and made random 2,188 questionnaires to the patients for diagno- sis and treatment and their accompanying caretakers from October,2009 to January,2010 and found that the satisfaction de- gree for medical service in this hospital from the respondents is more than 90. 0% and the loyalty degree is 83.1%. The conclusion is that the patients＇ loyalty relates to medical level, service quality, brand effect, traffic convenience, doctor-pa- tient relationship, patients＇ satisfaction degree and other factors.