上海交通大学学报(医学版) ›› 2013, Vol. 33 ›› Issue (6): 724-.doi: 10.3969/j.issn.1674-8115.2013.06.005

• 专题报道(卫生系统研究) • 上一篇    下一篇

北京市公立医院改革试点医院门诊患者满意度调查分析

刘雯薇1, 袁素维2, 曹剑涛1, 李志建1, 陶婧婧2, 张 哲2, 陆 琳2, 谢朝晖1, 马 进2   

  1. 上海交通大学 1.安泰经济与管理学院, 上海 200030; 2.公共卫生学院, 上海 200025
  • 出版日期:2013-06-28 发布日期:2013-06-28
  • 通讯作者: 马进, 电子信箱: majin@shsmu.edu.cn。
  • 作者简介:刘雯薇(1986—), 女, 博士生; 电子信箱: sarabilau2@gmail.com。
  • 基金资助:

    国家卫生部基金(2012YG06)和上海市公共卫生重点学科建设项目(12GWZX0601)

Survey of satisfaction of outpatients in pilot hospitals of public hospital reform in Beijing

LIU Wen-wei1, YUAN Su-wei2, CAO Jian-tao1, LI Zhi-jian1, TAO Jing-jing2, ZHANG Zhe2, LU Lin2, XIE Zhao-hui1, MA Jin2   

  1. 1.Antai School of Economics and Management, Shanghai Jiaotong University, Shanghai 200030, China; 2.School of Public Health, Shanghai Jiaotong University, Shanghai 200025, China
  • Online:2013-06-28 Published:2013-06-28
  • Supported by:

    Foundation of Ministry of Health of China, 2012YG06; Shanghai Public Health Key Discipline Project,12GWZX0601

摘要:

目的 了解北京市公立医院改革试点医院的门诊患者满意度情况,对进一步改革提出建议。方法 在两所北京市公立医院改革试点医院随机抽取400名门诊患者进行满意度问卷调查,对调查数据进行统计学分析。结果 患者对两所医院总体满意度较高,满意度评分分别为4.33和3.97分;其中患者对医院环境和服务态度、医疗服务提供较为满意,对就诊成本满意度偏低。相关性分析显示就诊成本、医师服务态度和技术水平与总体满意度相关程度较高。结论 在北京市进一步推进公立医院改革进程中,应加强预约门诊建设以减少患者的时间成本,完善付费机制以降低门诊患者的费用负担,从而提高门诊患者的满意度。

关键词: 门诊, 患者满意度, 公立医院改革

Abstract:

Objective To investigate the satisfaction of outpatients in pilot hospitals of public hospital reform in Beijing, and put forward strategies. Methods Questionnaires survey of satisfaction was conducted in 400 outpatients randomly selected from two pilot hospitals of public hospital reform in Beijing, and the data were statistically analysed. Results The general satisfaction of outpatients in these two hospitals was relatively higher, and the total scores were 4.33 and 3.97 respectively. The outpatients were more satisfied with the hospital environment, service attitude and service delivery, and were less satisfied with the medical cost. The correlation analysis revealed that medical cost, service attitude and technical level had higher levels of correlation with the overall satisfaction. Conclusion In the next step of public hospital reform in Beijing, more attention should be paid in relief of burden of outpatients, including reducing the waiting time and medical cost through reform of appointment service and payment mechanism.

Key words: outpatient, patient satisfaction, reform of public hospitals