安徽省县级公立医院住院患者满意度分析与评价

目的 了解县级公立医院住院患者的满意度,分析其满意度影响因素.方法 2016年6月至8月依据地区经济水平和地域的差异,采用随机分层抽样的方法,在皖南、皖中、皖北各随机抽取4家县级公立医院,利用自制满意度调查问卷对共12家县级公立医院总计696例住院患者满意度情况进行调查.结果 住院患者总体满意度为(4.39±0.74)分,医护人员形象、医疗质量、医疗服务、医疗流程、医疗环境设施和医疗费用维度的满意度分别为(4.54±0.65)分、(4.45±0.68)分、(4.43±0.71)分、(4.42±0.70)分、(4.13±0.85)分和(4.12±0.85)分.医疗服务态度、医疗流程、医疗人员形象、医疗质量、医疗费用、科室、家庭月收入是住院患者满意度的影响因素.结论 住院患者总体满意度水平较高,但医疗费用和医疗环境设施维度满意度水平较低;医院应从医疗服务态度、医疗流程、医疗人员形象等方面来制定相应措施,为患者提供更加优质的医疗服务,提高患者满意度.

Analysis and evaluation of satisfaction degree of inpatients in county level public hospitals in Anhui

Objective To investigate the satisfaction state of hospitalized patients in public hospitals,and to analyze those factors affecting their satisfaction.Methods Using the method of randomly stratified sampling,twelve public hospitals of county level in the south,middle and north of Anhui province were randomly selected according to regional economic difference.And the satisfaction state of 696 inpatients in these 12 public hospitals were surveyed with a self-designed satisfaction questionnaire.Results The general satisfaction score of inpatients was (4.39 ±0.74),and the satisfaction scores of such dimensions as image of medical staffs,medical quality,medical service,medical procedure,medical facilities and medical expense were (4.54 ±0.65),(4.45 ±0.68),(4.43 ±0.71),(4.42 ±0.70),(4.13±0.85) and (4.12 ±0.85),respectively.The factors affecting satisfaction of inpatients included service attitude,medical procedure,image of medical staffs,medical quality,medical expense,medical department and monthly family income.Conclusion The overall satisfaction level of hospitalized patients is relatively high,but their levels of satisfaction in medical facilities and medical expense are still low.The public hospitals of county level should formulate corresponding measures focusing on service attitude,medical procedure,image of medical staffs and so on,and provide better medical service for the patients to improve their satisfaction levels.