信息不对称环境下医疗服务患者满意度研究*——以山东省三甲医院为例

目的:以山东省3所三甲医院为例,分析信息不对称环境下医疗服务满意度现状,为完善医院管理与提高服务质量提供决策依据。方法:按照单纯随机抽样方法对门诊患者和住院患者进行现场问卷调查。结果:门诊患者医疗服务满意度从高到低依次为医疗环境与设施、服务态度、服务过程、服务结果、医疗费用和等待时间,住院患者医疗服务满意度从高到低依次为服务态度、服务过程、医疗环境与设施、服务结果、等待时间和医疗费用。结论:在整体水平上,患者满意度相对较高;门诊患者最不满意的项目是等待时间长,住院患者最不满意的项目是医疗费用高。提示医院应有针对性地提高信息不对称环境下患者的医疗服务满意度。

Study of Patient Satisfaction of Medical Services under Asymmetric Information Environment.

Objective: To explore the current status of inpatient satisfaction under asymmetric information environment and to provide a scientific basis to improve health care services quality and hospital management,using three First Level hospitals in Shandong province as examples.Methods: Samples were selected randomly among inpatients and outpatients.Results: The satisfaction degrees of outpatients from high to low are medical treatment environment and equipment,service attitude,service process,service result,medical expense,and waiting time.The satisfaction degrees of inpatients from high to low are service attitude,service process,medical treatment environment and equipment,service result,waiting time,and medical expense.Conclusions: In general,the satisfaction degree of patients is high.The outpatients are most dissatisfied with long waiting time,and the inpatients are most dissatisfied with high medical expense.The results indicated that hospitals should take pertinent measures to improve patient satisfaction of medical services under asymmetric information environment.