摘要
目的：探讨重庆市民营医院服务质量现状及其对住院患者总体满意度的影响。方法：2014年10-12月采用横断面研究方法，利用二阶段随机抽样方法对重庆市主城区20家大型民营医院共600名住院患者进行问卷调查。调查患者一般社会学特征、患者感知的医疗服务质量、总体满意度等情况。采用调整的SERVQUAL量表评价医疗服务质量。利用探索性因子分析构建医疗服务质量评价体系，影响因素分析采用多元回归分析。结果：回收有效问卷552份，有效率92％。住院患者感知的有形性、可靠性、保证性、响应性和移情性医疗服务质量得分依次为（3．875±0．414）、（3．891±0．378）、（3．926±0．408）、（3．996±0．388）、（3．877±0．409）分；住院患者感知的有形性、可靠性、保证性、响应性和移情性医疗服务质量和总体满意度相关系数依次0．505、0．659、0．630、0．534、0．585，均具有统计学意义（P〈0．001）。多元回归分析显示，住院患者感知的有形性、可靠性、保证性、响应性和移情性医疗服务质量对总体满意度均有显著的正向影响（P〈0．05）。结论：住院患者感知的医疗服务质量各维度与总体满意度呈强正相关，且均对总体满意度有显著影响；可靠性医疗服务质量是民营医院发展的关键因素。
Objective Perceived service quality is the most important predictor of patient satisfaction. This study explores the relationship between service quality and the overall patient satisfaction in the context of the inpatient hospitals in Chongqing. Meth- ods This cross-sectional study was conducted from October to December,2014. The study＇s sample consisted of 600 inpatients who were recruited from 20 private hospitals in Chongqing using two＇stage random sampling. Soeioeconomic characteristics, perceived service quality, and overall satisfaction were questioned independently. A modified SERVQUAL scale were used to collect data. Da- ta analysis was performed using exploratory factor analysis, and multivariate regression. Results A total of 552 valid questionnaires were returned and the valid rate was 92%. The scores of service quality in the five service dimensions were as follows： tangibles （3. 875 ±0.414） ,reliability （3. 891 ±0. 378） ,assurance （3.926 ±0.408） ,responsiveness （3. 996 ±0. 388） ,and empathy （3. 877 ±0.409 ） . This study found a strong relationship between service quality and patient overall satisfaction. Multiple regression a- nalysis showed that each dimension of perceived service quality had a significant association with inpatient satisfaction（ P 〈 0.05 ）. Conclusions Reliability of perceived service quality may main influence the inpatients satisfaction. Managers should pay special at- tention to it to imorove the quality of service delivery and patient satisfaction.
出处
《中国卫生事业管理》
北大核心
2015年第12期896-898,948,共4页
Chinese Health Service Management
基金
重庆市市教委高校人文社会科学规划项目“社区家庭医生式养老服务协同供给机制研究”(编号:15SKG028)
