广州市某三甲医院住院患者卫生系统反应性的研究

目的：探讨广州市某三甲医院患者住院服务的卫生系统反应性,为医院改善医疗服务质量提供理论依据。方法：自行设计反应性调查问卷,调查广州市某三甲医院500例住院患者。结果：医院的卫生系统反应性总评分达到7.43分。在各要素中,医护人员在患者的尊严（8.15±0.07）、自主权（8.05±0.08）、交流（7.79±0.07）方面做得比较好,在就医环境（7.19±0.07）、保密性（7.08±0.11）、及时性（7.04±0.08）、社会支持（6.88±0.08）、选择性（6.53±0.10）这几方面需进一步的提高。结论：医院的反应性处于中上水平,人口特征对其有一定的影响。医院应改善就医环境,提供宗教服务与场所,简化服务流程,提高服务的及时性,充分尊重患者的隐私权、选择权,以不断提高医院的服务质量和竞争力。

Study on responsiveness of inpatient in a class 3A comprehensive hospital in Guangzhou City

Objective： To probe into the responsiveness at class 3A comprehensive hospital services for inpatients in Guangzhou city, to provide the theoretical basis for hospital to improve the quality of service. Methods： After the questionnaire on responsiveness was designed, 500 inpatients from a class 3A comprehensive hospital in Guangzhou city was investigated. Results： Total score of responsiveness was 7.43. Among all of the factors of responsiveness, factors that did very good were dignity of patients （8.15±0.07）, confidentiality （8.05±0.08）, communication （7.79±0.07）. The medical environment （7.19±0.07）, autonomy （7.08±0.11）, prompt attention （7.04±0.08）, social supports （6.88±0.08） and choice of providers（6.53±0.10） should be improved. Conclusion： The total level of the hospital inpatients＇ responsiveness is better. Single-factor square analysis shows sex, age and income, etc. have statistic influence on responsiveness. In order to develop hospital services quality and achieve continuous improvement in competitiveness, it is necessary to improve medical environment, provide religious service and places, reduce service process, improve prompt attention, let patients fully enjoy the right of privacy and choice of providers.