三甲医院门诊患者非医疗技术服务满意度及影响因素分析

目的]了解三甲医院门诊患者的非技术服务满意度情况并探讨其影响因素,提出门诊非医疗技术服务改进建议。方法]从南京市域内三甲综合医院、中医院、妇幼保健院、专科医院中各选取1家医院进行问卷调查,调查对象共计820人,回收有效问卷762份,有效率为92.9%。结果]门诊患者对非技术服务各维度的满意度得分依次为:就医设施及环境>就医便捷程度>费用水平>职业道德态度;年龄、对医患关系的态度为非技术因素各维度及总体满意度的主要影响因素;诊疗时间、取药等候时间为职业道德及态度满意度的影响因素;自付费用为费用水平满意度的影响因素;户籍来源、学历水平为就医设施环境满意度影响因素;挂号方式为就医便捷程度的影响因素;户籍来源、诊疗时间、取药等候时间为非技术服务总体满意度的影响因素。结论]门诊患者对三甲医院就医设施环境满意度较高,对医务人员职业道德与态度及就诊费用满意度较低;总体来说,患者年龄越大、诊疗时间越长、取药等候时间越短对医患关系的态度越积极正面,非技术服务满意度越高。

Analysis on outpatient's satisfaction and influencing factors of non-medical technical service in top three hospitals

Objective To understand outpatient's satisfaction of non-medical technical services in top three hospitals and explore the influencing factors,and to put forward suggestions for improvement of non-medical technical services.Methods It each chose one from top three general hospitals,traditional Chinese medicine hospitals,maternity and child care centers and specialized hospitals in Nanjing,total of 820 outpatients were investigated by questionnaire.762 valid questionnaires were collected and the effective rate was 92.9%.Results The satisfaction scores of outpatient patients in various dimensions on non-medical technical services in turn as follows,medical facilities and environment>convenience for medical treatment>cost level>occupational ethics and attitude.Age and attitude towards doctor-patient relationship were main influencing factors of non-medical technical factors and overall satisfaction.Diagnosis and treatment time and waiting time for taking medicine were the influencing factors of professional ethics and attitude satisfaction.Self-payment fee was the influencing factor of cost level satisfaction.The source of household registration and educational background were the influencing factors of medical facility environmental satisfaction.The way of registration was the influencing factors of convenience for medical treatment.Source of household registration,time of diagnosis and treatment,waiting time of taking medicine were the influencing factors of overall satisfaction of non-technical services.Conclusions Outpatients are more satisfied with the environment of medical facilities in top three hospitals,and less satisfied with the professional ethics and attitude of medical staff and the cost of medical treatment.Generally speaking,the older patients,the longer diagnosis and treatment time and the shorter waiting time for taking medicine,the more positive attitude towards the relationship between doctors and patients,the more satisfaction of non-medical technical services.