上海交通大学学报（医学版）

›› 2011, Vol. 31 ›› Issue (8): 1184-.doi: 10.3969/j.issn.1674-8115.2011.08.030

• 论著（卫生事业管理） • 上一篇    下一篇

医学实习生对上海市三级甲等医院医疗服务质量的评价

刘玉梅, 王 伟, 陈晓峰, 鲍 勇   

  1. 上海交通大学 公共卫生学院, 上海 200025
  • 出版日期:2011-08-28 发布日期:2011-08-29
  • 通讯作者: 鲍 勇, 电子信箱: baoyong@sjtu.edu.cn。
  • 作者简介:刘玉梅（1988—）, 女, 本科生；电子信箱: liuyumeimeimei@yahoo.com.cn。
  • 基金资助:

    上海市卫生局基金（2010HP007）；上海交通大学文理交叉基金（2011-2012 10JCY05）

Evaluation on medical service of tertiary class A hospitals in Shanghai from interns

LIU Yu-mei, WANG Wei, CHEN Xiao-feng, BAO Yong   

  1. School of Public Health, Shanghai Jiaotong University, Shanghai 200025, China
  • Online:2011-08-28 Published:2011-08-29
  • Supported by:

    Shanghai Municipal Health Bureau Foundation, 2010HP007；Shanghai Jiaotong University Foundation, 2011-2012 10JCY05

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摘要：

目的 了解并分析医学实习生对上海市三级甲等医院医疗服务质量信任度和满意度的评价。方法 采用整群随机抽样的方法，对上海市7所三级甲等医院的565名医学实习生进行医疗服务质量的信任度、满意度和行为的问卷调查，使用量表定量分析，并与已获得的462名患者对上海市某三级甲等医院医疗服务质量的评价结果进行比较。结果 共获得有效问卷456份，有效率为91.2%。调查显示：不同生源和性别的医学实习生，信任度和满意度评价差异均无统计学意义（P>0.05）；医学实习生与患者的信任度和满意度评价不同（P<0.05），医学实习生的信任度得分高于满意度（P<0.05），患者的信任度得分低于满意度（P<0.05），医学实习生与患者间的一般性信任和人际信任的评价差值较满意度评价差值大。医学实习生不同行为结果中的一般性信任、人际信任和满意度评分比较差异有统计学意义（P<0.05）；相对于患者，医学实习生更倾向于推荐医师、遵照医嘱服药、不寻求第二诊断以及不考虑更换医师（P<0.05）。结论 性别和生源不影响医学实习生对医疗服务质量的评价。医学实习生比患者更信任医师；对医疗服务质量进行评价时，应从信任度和满意度两方面展开。

关键词: 医患关系, 医学实习生, 一般性信任, 人际信任, 满意度

Abstract:

Objective To investigate the evaluation on medical service of tertiary class A hospitals in Shanghai from interns. Methods Cluster random sampling was adopted to select 565 interns from 7 tertiary class A hospitals in Shanghai, and questionnaire survey was conducted on their evaluation on trust, satisfaction and behavior of medical service in these hospitals. The evaluation was quantified with a scale, and the result was compared with that from 462 patients on medical service of a tertiary class A hospital in Shanghai. Results A total of 456 questionnaires were recovered, with the recovery rate of 91.2%. There was no significant difference in trust and satisfaction between interns from different regions and of different genders (P>0.05). There were significant differences in trust and satisfaction between interns and patients (P<0.05). The score of trust was significantly higher than that of satisfaction in interns (P<0.05), while the score of trust was significantly lower than that of satisfaction in patients (P<0.05). The value of difference in general trust and interpersonal trust between interns and patients was higher than that of difference in satisfaction between interns and patients. There were significant differences in general trust, interpersonal trust and satisfaction among different behaviors of interns (P<0.05). Compared with patients, interns were more likely to recommend doctors, follow prescription, not to change doctors and not to ask for a second diagnosis (P<0.05). Conclusion There is no significant difference in evaluation on medical service between interns of different genders and from different regions. Compared with patients, interns are more likely to trust doctors. It is optimal to evaluate medical service from aspects of trust and satisfaction.

Key words: physician-patient relationship, intern, general trust, interpersonal trust, satisfaction