摘要
目的 探究现阶段医院门诊患者就医体验满意度及其相关影响因素.方法 问卷调查2023年1月、6月、9月就诊于重庆市某军队三甲医院的门诊患者,共收集到2517份有效问卷,使用EXCEL、SPSS软件进行数据统计和分析.结果 门诊患者对医院门诊的满意度调查显示,医疗技术、诊疗性价比及总体满意度得分最高,为16.81分(84.05％),就诊设施与环境满意度评分为24.76分(82.53％),各环节工作人员服务态度满意度评分为20.48分(81.92％),各检查候诊环节满意度评分为21.91分(62.60％).其中,放射检查出报告时间和门诊超声科检查等候时间的满意度评分较低.就诊设施与环境满意度中,医院公布的投诉部门、接待时间及联系电话等信息清晰度评价较低.药房人员向患者介绍药物用法、用量、注意事项等的满意度评分也较低;"导诊人员为您提供的指引服务满意度""就诊等候区秩序满意度""药房人员向您介绍药物用法、用量、注意事项等满意度""医生向您询问病情和进行身体检查的耐心细致程度满意度"对本次总体评价满意度有明显影响(P＜0.05).结论 门诊患者的就医体验满意感知是一个多维度的概念,医疗机构应从医生专业水平、服务态度、医疗技术信任度和环境设施等方面全面提升服务质量.同时,医疗机构应定期开展患者满意度调查,及时了解患者需求和反馈,有针对性地改进服务质量,以满足患者日益增长的健康需求.
Abstract
Objective To explore the satisfaction of hospital outpatients with medical experience and its related influencing factors.Methods 2517 valid questionnaires were collected from outpatients in a military ter-tiary hospital in Chongqing in January,June,and September 2023,and Excel and SPSS software were used for data statistics and analysis.Results The satisfaction survey of outpatients with hospital outpatient clinics showed that the scores of medical technology,diagnosis,treatment cost performance,and overall satisfaction were the high-est,which were 16.81 points(84.05％),the satisfaction scores of treatment facilities and environment were 24.76(82.53％),the satisfaction scores of staff service attitude in each link were 20.48(81.92％),and the satisfaction scores of each examination and waiting link were 21.91(62.60％).Among them,the satisfaction score of the report-ing time of radiological examination and the waiting time for outpatient ultrasound examination was low.In terms of satisfaction with the facilities and environment,the clarity of information such as the complaint department,recep-tion time,and contact number published by the hospital was low.Pharmacy staff also had low satisfaction scores in introducing drug usage,dosage,precautions,etc.to patients;"Satisfaction with the guidance service pro-vided by the guide","satisfaction with the order of the waiting area","satisfaction with the pharmacy staff to introduce the usage,dosage,precautions and other aspects of the drug",and"satisfaction with the doctor's patience and meticulousness in asking you about your condition and conducting physical examinations"had a significant im-pact on the overall satisfaction of the experience(P＜0.05).Conclusion The satisfaction perception of outpa-tients'medical experience is a multi-dimensional concept,and medical institutions should comprehensively improve the service quality from the aspects of doctors'professional level and service attitude,medical technology trust,and environmental facilities.At the same time,medical institutions should regularly carry out patient satisfaction surveys to understand patients'needs and feedbacks in a timely manner,and improve service quality in a targeted manner to meet the growing health needs of patients.
国家科技期刊平台
NSTL
万方数据