上海交通大学学报（医学版）

上海交通大学学报（医学版）

• 论著（卫生事业管理） • 上一篇    下一篇

江苏省乙型病毒性肝炎患者就医满意度及卫生系统反应性研究

宋 龙，张 华，朱立国，李云云，刘 沛，巢健茜   

  1. 东南大学 公共卫生学院医疗保险系， 南京 210009
  • 出版日期:2014-07-28 发布日期:2014-08-11
  • 通讯作者: 巢健茜, 电子信箱: chaoseu@163.com。
  • 作者简介:宋 龙（1987—）， 男， 硕士生; 电子信箱: slang23.happy@163.com。
  • 基金资助:

    国家科技重大专项（2011ZX10004-902）

Study on treatment satisfaction of patients with hepatitis B and responsiveness of health systems of Jiangsu Province

SONG Long, ZHANG Hua, ZHU Li-guo, LI Yun-yun, LIU Pei, CHAO Jian-qian   

  1. Department of Medical Insurance,School of Public Health, Southeast University, Nanjing 210009, China
  • Online:2014-07-28 Published:2014-08-11
  • Supported by:

    National Science and Technology Major Project，2011ZX10004-902

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摘要：

目的 分析乙型病毒性肝炎（乙肝）患者就医满意度及卫生系统反应性的影响因素。方法 选取2012年8—12月在张家港市、丹阳市及泰兴市三地的人民医院接受门诊或住院治疗的512例乙肝患者，其中门诊349例，住院163例。采用世界卫生组织设计的卫生服务系统反应性量表，并自行设计满意度调查问卷，对乙肝患者进行就医满意度（排队满意度、就医环境满意度、设施设备满意度、医务服务满意度、看病医疗花费满意度、技术水平满意度和传染病服务满意度）和卫生系统反应性调查（尊严、保密性、交流性、选择性、自主权、及时性和基础设施），采用多元线性逐步回归分析影响因素。结果 在卫生系统反应性评价中，患者的隐私保密性得到了认可，但是医疗机构等待性评分低；在就医满意度方面，人口学特征无显著影响，看病医疗花费是影响总体满意度的最重要因素。门诊患者满意度关注诊断技术，住院患者满意度更加关注就医环境。结论 乙肝患者在就医中的隐私保密性得到了有效保证，但还需缩短看病等候时间、合理控制医疗费用以及改善就医环境以提高患者的满意度。

关键词: 乙型病毒性肝炎, 就医满意度, 卫生系统反应性

Abstract:

Objective To analyze the influencing factors of treatment satisfaction of patients with hepatitis B and the responsiveness of health systems. Methods A total of 512 patients (349 outpatients and 163 inpatients) with hepatitis B from August to December, 2012 in Zhangjiagang city, Danyang city, and Taixing city were selected. Health system responsiveness scale designed by the World Health Organization and self-designed satisfaction questionnaire were used. Patients were surveyed for the treatment satisfaction (queuing satisfaction, medical environment satisfaction, facilities satisfaction, medical service satisfaction, medical expense satisfaction, technical level satisfaction, and infectious disease service satisfaction) and responsiveness of health systems (dignity, confidentiality, communication, selectiveness, autonomy, timeliness, and infrastructure). The influencing factors were analyzed by the multiple linear stepwise regression analysis. Results For the responsiveness of health systems, the confidentiality was recognized, but the score of timeliness was low. For the treatment satisfaction, there was no significant influence of demographic characteristics and the medical expense was the most important factor that influenced the overall satisfaction. Outpatients paid more attention to the diagnosis technologies, while inpatients paid more attention to the medical environment. Conclusion The confidentiality of patients with hepatitis B is effectively ensured. But waiting time should be reduced; medical expenses should be reasonably controlled; and medical environment should be improved for increasing the satisfaction of patients.

Key words: viral B hepatitis, patient satisfaction, responsiveness of health system