某三甲医院内科住院患者满意度调查分析

目的通过对烟台市某三甲医院内科住院患者满意度地调查,了解患者在该科室就医时地感受,从医院和患者个人特征两方面分析影响患者满意度的因素,为完善管理制度、提升服务质量和提高医院竞争力提供科学的决策依据和建议。方法通过满意度问卷收集患者对各个指标满意度评分,评分方式采用李克特5级评分标准,通过序关系法确定各个指标的权重,并使用SPSS 25.0对满意度得分进行Mann-Whitney U检验、Kruskal-Wallis H检验和logistic回归分析。结果患者的总体满意度为3.994分;权重指数显示,内科患者最关心的是医疗技术和医疗效率;各指标满意度得分由高到低依次是医疗环境、医疗技术、服务态度、医疗效率、医疗费用;患者的居住地和性别也会影响就诊满意度。结论根据患者地满意度评价,认为该科室需要首先控制医疗费用,其次提高医疗效率和改善候诊秩序,并继续把医疗技术放在科室管理的核心位置,以及加强与低满意度患者群体地沟通。

Satisfaction survey and analysis of inpatients in internal medicine of a tertiary hospital

Objective To understand the feelings of patients when they sought medical treatment in the internal medicine department,to analyze the factors affecting patients′satisfaction for the hospital,and to provide scientific decision-making gist and suggestions for improving the service quality and the competitiveness of the hospital,through the investigation on the inpatients′degree of satisfaction in a tertiary hospital in Yantai city.Methods Satisfaction scores of patients were collected by satisfaction questionnaire,which was based on the Likert scale.And the weight of each indicator was determined by an order relation method.Mann-Whitney U test,Kruskal-Wallis H test and logistic regression were performed on SPSS 25.0 to analyze satisfaction scores.Results The average of overall patients′satisfaction score was 3.994.Weight index showed that medical technology and medical efficiency were the main concerns of internal medicine patients.From high to low,the satisfaction scores of each index were therapeutic environment,medical technology,service attitude,therapeutic efficiency and medical costs respectively.The patients′addresses and genders also affected satisfaction.Conclusion According to the evaluation of patients′satisfaction,it is considered that this department needs to control medical expenses,improve medical efficiency and the order of visiting the doctors,continue to put medical technology at the core of the department′s management,and to strengthen communication with low-satisfaction patients.