首页 | 本学科首页   官方微博 | 高级检索  
     

综合性医院门诊病人忠诚度影响因素分析
引用本文:祖学亮,缪德桥,胡仲华. 综合性医院门诊病人忠诚度影响因素分析[J]. 医院管理论坛, 2014, 0(8): 15-17
作者姓名:祖学亮  缪德桥  胡仲华
作者单位:浙江台州医院
摘    要:目的探讨影响三级综合性医院门诊患者忠诚度的因素,为提高患者忠诚度,完善医院服务体系提供决策依据。方法采用横断面调查法,在某三级医院门诊对2013年5月的诊疗患者或陪护人员随机发放调查问卷,完成有效问卷146份。结果按5分级Likert标度法进行分析,该医院门诊调查对象的满意度为74%,忠诚度为78%。结论患者忠诚度与环境设施、流程等待、医生服务、医技服务、服务结果、距离费用等因素有关。

关 键 词:医院管理  患者忠诚度  影响因素

Analysis on Influencing Factors for Outpatient Loyalty to the GeneralHospital
ZU Xue-liang,MIAO De-qiao,HU Zhong-hua. Analysis on Influencing Factors for Outpatient Loyalty to the GeneralHospital[J]. Hospital Managemnet Forum, 2014, 0(8): 15-17
Authors:ZU Xue-liang  MIAO De-qiao  HU Zhong-hua
Affiliation:( Zhejiang Taizhou Hospital)
Abstract:Objective To investigate factors affecting outpatients loyalty to the tertiary general hospital so as to provide evidence for decision-making aimed to improve the patent loyalty and hospital service system. Methods A cross-sectional survey in the outpatient clinic of a tertiary hospital was conducted among randomly-chosen patients or accompanying persons in May 2013, and in total 146 valid questionnaires were completed. Result 5 graded Likert scale method was used to analyze the hospital outpatient satisfaction and it was found that 74%of the participants were satisfied with the hospital service and the loyalty rate is 78%. Conclusion Patient loyalty is associated with environmental facilities, waiting time, physician services, medical technology services, service results, cost and distance between hospital and home.
Keywords:Hospital management  Patient loyalty  Influencing factors
本文献已被 维普 等数据库收录!
设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号