Correlation between outpatient medical service quality evaluation indicators and patient satisfaction in a tertiary general hospital in Guangzhou
Objective To understand the correlation between outpatient medical service quality evaluation and patient satisfaction,providing a reference for improving the outpatient medical service quality evaluation system.Methods A questionnaire was developed based on the current medical service quality evaluation indicator system.A survey was conducted on outpatients at a general hospital in Guangzhou from September 2021 to February 2023.The correlation between outpatient assessment scores and overall patient satisfaction was analyzed using Spearman's rank correlation test.Results A total of 770 questionnaires were collected in this survey,of which 744 were valid,resulting in an effective response rate of 96.6％.Analysis revealed a strong positive correlation between the total score of current outpatient assessment indicators and overall patient satisfaction(r=0.71,P＜0.001).Analysis of various dimensions showed a weak positive correlation between the medical quality dimension and overall satisfaction(r=0.26,P＜0.001);no significant correlation between the operational efficiency dimension and overall satisfaction(r=-0.01,P=0.819);and a strong positive correlation between the patient experience dimension and overall satisfaction(r=0.72,P＜0.001).Item analysis results indicated that out of 17 items,the item"Were complaints and dissatisfaction addressed promptly?"had a strong positive correlation with overall satisfaction(r=0.78,P＜0.001),15 items including"Was the appointment process convenient?"had a moderate or lower correlation with overall satisfaction,and the item"Cost of treatment"had no significant correlation with overall satisfaction(r=-0.01,P=0.819).Conclusion The current outpatient medical service quality evaluation indicators was positively correlated with overall satisfaction,but the correlation was not strong.
OutpatientMedical service qualityEvaluation indicatorsPatient satisfaction
万方数据
维普
