北京市20家三级公立医院住院患者满意度影响机制的定性比较研究

目的 调查北京市20家三级公立医院住院患者满意度，分析满意度影响机制，为增强医院文化凝聚力和满足人民群众就医需要提供依据。方法 使用北京市医院管理中心调查数据，采取分层抽样方法，共收回有效问卷865份，运用fsQCA 3.0软件进行定性比较分析。结果 影响三级公立医院住院患者满意度的路径主要有治疗导向型和沟通导向型，前者治疗效果、护士水平和辅助工作起到核心作用，后者医患沟通与膳食环境起到核心作用。结论 影响公立医院住院患者满意度的因素较多。三级公立医院应持续提高诊疗水平，让医疗服务回归治病救人的本质；要重视医患沟通，加强人文关怀，增强群众就医获得感。

Qualitative Comparison of the Influencing Mechanism of Inpatients Satisfaction in 20 Tertiary Public Hospitals in Beijing

ObjectiveTo investigate the inpatient satisfaction of 20 tertiary public hospitals in Beijing and analyze the influencing mechanism of satisfaction, so as to provide evidence for improving the cultural cohesion of hospitals and meeting people's medical needs.MethodsBased on the survey data of Beijing Hospital Management Center, a total of 865 valid questionnaires were collected by stratified sampling method, and fsQCA 3.0 software was used for qualitative comparison and analysis.ResultsThe paths that affected the satisfaction of inpatients in the tertiary public hospitals were mainly treatment-oriented type with the treatment effect, the level of nurses and auxiliary work playing a central role; and communication-oriented type with doctor-patient communication and dietary environment playing a central role.Conclusion There were many factors affecting inpatients' satisfaction in public hospitals. Tertiary public hospitals should continue to improve the level of diagnosis and treatment, so that medical services return to the essence of treating the sick and saving the people. It is also necessary to attach importance to doctor-patient communication, enhance humanistic care, and enhance people's sense of access to medical treatment.