用模拟病人法评价上海一二级医院门诊医疗服务过程质量

目的 通过评价一二级医院门诊医疗服务过程质量，为领导改善门诊质量提供决策依据。方法 采用模拟病人法对上海区一二级医院各２０所门所医疗服务进行调研。结果 通过模拟病人的４８０次调查中，对医德的总体满意率为５８．７５％，门诊医德医疗服务过程质量总体评价服从正态分布，一级医院平均得分６７．３８，平均就诊时间和费用分别为１６．６２分和１３２．０２元；二级医院平均得分６７．４３，平均就诊时间和费用分别为２２

Assessment of the process quality of outpatient services by second- and third-grade hospitals in Shanghai by means of simulated patients

Objective To provide leaders with decision making basis for improving the quality of outpatient services by assessing the process quality of outpatient services delivered by second and third grade hospitals. Methods A study was conducted of the outpatient services delivered by 20 second grade and 20 third grade hospitals in the urban district of Shanghai by means of simulated patients. Results In the 480 investigations by simulated patients, the total ratio of satisfaction towards medical ethics was 58 75%. The overall assessment of the process quality of outpatient services in medical ethics was in normal distribution, with the average score, consultation time and expenses of second grade hospitals being respectively 67 43, 22 38 minutes and 124 37 yuan and those of the third grade hospitals being respectively 67 38, 16 62 minutes and 132 02 yuan, Quality affecting factors were type of disease and consultation time, with the estimated value being respectively 0 6365 and 0 2970 while the factor affecting medical expenses was chiefly type of disease, with the estimated value being y 2 9995. Conclusion The process quality of outpatient services delivered by second and third grade hospitals accords in the main with the demands of standardization. Further improvement, however, is still needed.