[1]吴红艳,谢润德,徐霞飞,等.桂林市公立医院患者医疗服务满意度调查[J].医学信息,2020,33(13):127-129.[doi:10.3969/j.issn.1006-1959.2020.13.037]
 WU Hong-yan,XIE Run-de,XU Xia-fei,et al.Survey on the Satisfaction of Medical Services for Patients in Public Hospitals in Guilin[J].Medical Information,2020,33(13):127-129.[doi:10.3969/j.issn.1006-1959.2020.13.037]
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桂林市公立医院患者医疗服务满意度调查()
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医学信息[ISSN:1006-1959/CN:61-1278/R]

卷:
33卷
期数:
2020年13期
页码:
127-129
栏目:
调查分析
出版日期:
2020-07-01

文章信息/Info

Title:
Survey on the Satisfaction of Medical Services for Patients in Public Hospitals in Guilin
文章编号:
1006-1959(2020)13-0127-03
作者:
吴红艳谢润德徐霞飞
(1.桂林医学院人文与管理学院,广西 桂林 541000;2.桂林医学院统战部,广西 桂林 541000)
Author(s):
WU Hong-yanXIE Run-deXU Xia-feiet al
(1.School of Humanities and Management,Guilin Medical College,Guilin 541000,Guangxi,China;2.United Front Work Department,Guilin Medical College,Guilin 541000,Guangxi,China)
关键词:
公立医院医疗服务满意度
Keywords:
Public hospitalsMedical servicesSatisfaction
分类号:
R197.3
DOI:
10.3969/j.issn.1006-1959.2020.13.037
文献标志码:
A
摘要:
目的 分析影响桂林市公立医院门诊患者医疗服务满意度的影响因素,为完善医院医疗服务管理和提高患者满意度提供参考依据。方法 采用随机抽样的方式,于2017年10月17日~2018年1月3日对桂林市12家公立医院门诊36171例患者进行医疗服务满意度调查,分析医院医疗行为过程环节患者满意度情况。结果 门诊患者女性多于男性;年龄主要集中在18~45岁,占80.72%,80岁及以上患者最少,占0.48%;学历多为中专/大专水平,占40.29%。在医疗行为过程环节中,门诊患者满意率排前3位分别是导诊环节(89.22%)、服务态度(84.85%)及辅检环节(84.08%);满意率排名后3位分别为挂号收费环节(77.60%)、流程管理(75.83%)及费用管理(72.17%)。结论 桂林市公立医院患者就医体验满意度总体处于较好水平,建议医院加强费用管理及对患者的知情告知,缩短患者挂号、缴费、就诊及取药等候时间来提高患者对医疗服务的满意度。
Abstract:
Objective To analyze the influencing factors that affect the medical service satisfaction of outpatients in public hospitals in Guilin City, and to provide a reference for improving hospital medical service management and improving patient satisfaction.Methods Random sampling was used to conduct a medical service satisfaction survey on 36,171 patients from 12 public hospitals in Guilin from October 17, 2017 to January 3, 2018, and to analyze patient satisfaction in the process of hospital medical behavior.Results Outpatients have more women than men; their ages are mainly between 18 and 45 years old, accounting for 80.72%, and those aged 80 and above are the least, accounting for 0.48%; their academic qualifications are mostly at the technical/college level, accounting for 40.29%. In the process of medical behavior, the top three satisfaction rates of outpatients are the referral (89.22%), service attitude (84.85%) and auxiliary inspection (84.08%); the top three satisfaction rates are registered fees link (77.60%), process management (75.83%) and expense management (72.17%).Conclusion The satisfaction of patients with medical experience in public hospitals in Guilin City is generally at a good level. It is recommended that hospitals strengthen cost management and inform patients, shorten the waiting time for patient registration, payment, consultation and medication to improve patient satisfaction with medical services.

参考文献/References:

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更新日期/Last Update: 1900-01-01