| 某市级公立医院患者满意度与医院改革成效的研究 |
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| 引用本文： | 金欣,;陈帅,;毛秀华,;戴学海,;杨祎彬,;王宏达.某市级公立医院患者满意度与医院改革成效的研究[J].浙江医学,2014(21):1791-1794. |
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| 作者姓名： | 金欣 ;陈帅 ;毛秀华 ;戴学海 ;杨祎彬 ;王宏达 |
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| 作者单位： | [1]绍兴文理学院医学院, 312099; [2]美国Texas A&M大学;, 312099; [3] 绍兴文理学院附属医院;, 312099; [4] 绍兴市第六人民医院;, 312099; [5] 绍兴市卫生局, 312099; |
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| 基金项目： | 浙江省科技厅软科学研究计划项目（2013C35067）;绍兴文理学院医学院学生科研项目（2014033） |
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| 摘 要： | 目的：从患者角度动态评价绍兴市某市级综合性公立医院的改革成效。方法选择绍兴市某市级综合性公立医院，2012、2013年连续两年分别随机抽查120例患者测评满意度，并进行对比分析。结果2013较2012年门诊患者、住院患者、出院患者对该试点医院的“综合满意度”均明显上升。通过回归分析总体调整患者人口统计学的差值，综合满意度提升幅度较大（χ2=5.96，P＜0.01），对“护理工作”、“医生工作”、“医院收费”、“窗口服务”、“医疗质量和效果”（χ2=8.95、7.79、7.87、6.16、4.24，均P＜0.01）等项目的满意度提升明显。且三类患者均对“医院收费”分项的关注度较高。结论患者满意度的提升证实该试点医院改革成效显著。建议进一步深化医疗费用改革，并加强人文关怀、提高看病效率、改善就医环境。
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| 关 键 词： | 患者满意度 公立医院 改革 |
Progress in patient satisfaction of a municipal hospital in relation to public hospital reform |
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| Institution: | JIN Xin, CHEN Shuai, MAO Xiuhua, et al. Medical College of Shaoxing University, Shaoxing 312000, China |
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| Abstract: | Objective To evaluate the effect of public hospital reform in a comprehensive hospital in Shaoxing municipali-ty. Methods A survey on patient satisfaction was conducted among 120 patients with questionnaires in one of the Shaoxing municipal hospitals in 2012 and 2013. The results were compared before and after hospital reform. Results The scores of＆quot;over-all satisfaction＆quot;based on outpatients, inpatients and discharged patients were al increased in 2013 significantly compared with 2012. Regression analysis showed that after demographic adjustment there was a raise in the score of overal satisfaction from the year 2012 to 2013（χ2=5.96, P〈0.01）, particularly in items of nursing, doctor＆#39; work, medical charge, window service and thera-peutic quality and effectiveness （χ2=8.95, 7.79, 7.87, 6.16, 4.24, al P〈0.01）. Conclusion Pilot study shows that public hospital reform can improve medical service and patient satisfaction. |
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| Keywords: | Patient satisfaction Public hospital Reform |
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