广西南宁市医疗服务满意度及影响因素的研究

目的：探讨就诊者对医疗服务的满意度及影响因素。方法：通过整群随机抽样的方法，在广西南宁市具代表性的10家医院内随机抽取626名就诊者进行问卷调查。调查内容包括医疗服务的满意度及影响因素。结果：（1）就诊者在服务态度、技术水平、疗效、环境设施4个选项的给分均值均超过“满意”的水平，但医疗收费及等候时间选项的给分均值低于“满意”的标准。（2）满意度的高低与提供医疗服务医院的等级、发生费用额度、就诊者的文化程度、就诊费的支付能力及费用的来源途径均有密切的关系。结论：广西南宁市医疗机构提供的医疗服务质量总体符合就诊者的要求，但在降低医疗费用及缩短候诊时间方面仍需努力，

Research on the medical service satisfaction rate and its influencing factors in Nanning of Guangxi Zhuang Autonomous Region

Objectives： To explore patients＇ satisfaction and its influencing factors. Methods： By cluster random sampling, questionnaires are randomly given to 626 patients in 10 representative hospitals in Nanning of Guangxi Zhuang Autonomous Region. Results： firstly, the average scores in the aspects of service attitude, technology, effectiveness and environment and infrastructure are all higher than baseline level, but in the aspects of charges and waiting time are lower than the baseline level. Secondly, the satisfaction is closely related to the layers of hospital, charges, education of patients, the ability to pay the cost and the sources of payment. Conclusions： The quality of medical service in Nanning of Guangxi Zhuang Autonomous Region generally meet the needs of patients, but more efforts should be made to decrease the cost and shorten the waiting time.