城镇化背景下河南省基层医疗机构出院病人满意度及其影响因素评价

目的了解河南省基层医疗机构出院病人的满意度。方法应用《河南省基层医疗机构出院病人满意度评价量表》,采用"留置问卷法"进行调查,集中回收问卷,采用Epidata 3.1建立数据库,使用统计软件SPSS 18.0分析数据。结果直观满意率为72.46%,评分满意度为59.71%。诊疗服务效果、诊疗过程、检查及药品等价格透明程度、就诊程序便利程度和报销程序便利程度等项目的满意度评分较高。不同性别、年龄组、文化程度、婚姻状况和支付方式患者的得分差异没有统计学意义,不同职业和恩格尔系数家庭得分差异有统计学意义。多元回归分析结果反映了在病人的个人和社会因素中,恩格尔系数、职业和性别对满意度的影响比较大,调整R2为0.019。结论直观满意率与评价满意度存在差别。住院病人的个人和社会因素对满意度评分的影响程度较低,优先改进的应是提高基层医疗技术水平、优化服务环境和进一步降低医疗费用。

Research on Discharged Patient Satisfaction and Influential Factors of the Primary Medical Institutions in Hen'an Province under the Background of Urbanization

OBJECTIVE To obtain the primary medical institutions in Henan Province for discharged patients satisfaction. METHODS Application of ＂The Primary Medical Institutions in Henan Province of Discharged Patients Satisfaction Established Scale＂, ＂lien by questionnaire＂ investigation, concentrated questionnaires, using Epidata 3.1 to establish a database, statistical software SPSS 18 analysis data. RESULTS Visual satisfaction rate was 72.46%, satisfaction score was 59.71%. Treatment effect, treatment process, in- spection and drug price transparency, doctor program convenience, reimbursement procedures convenient degree of satisfaction score high project. Patients with a score differences among the different genders, age groups, educational level, marital status and the method of payment were not statistically significant, there was statistically significant different occupation and family Engel coefficient score difference. Multiple regression analysis results reflect the personal and social factors in patients, Engel coefficient, occupation and sex on satisfaction is relatively large, adjusted R2 to 0.019. CONCLUSION Visual satisfaction and analysis satisfaction de- gree different. The influence degree of satisfaction scores of individual and social factors in patients with lower priority improvement, should be to improve the technical level, optimize the service environment and reduce medical cost.