摘要
目的:通过第三方机构评估重庆市老年患者就医体验现状并分析其影响因素。方法:结合SERVQUAL服务质量模型自行设计调查表,采用多段与分层随机相结合的抽样方法,由第三方机构对35家单位700名老年患者进行横截面访谈调查,影响因素采用相关性分析。结果:老年患者就医体验满意度得分为(3.90±0.41)分;服务质量满意度得分从高到低依次为有形性(3.96±0.43)分、可靠性(3.95±0.42)分、保证性(3.94±0.47)分、响应性(3.82±0.48)分和移情性(3.78±0.57)分,其满意率分别为84%、82.30%、80%、74.80%和73.10%;服务质量及核心指标与老年患者就医体验相关性较强,且所有相关系数r均具有统计学意义(P<0.01)。结论:老年患者就医体验比较满意,服务质量指标是老年患者就医体验的重要影响因素,响应性起着决定性作用、可靠性和保证性是核心体验内容、移情性是较薄弱环节,医院管理者应以加强诊疗能力,向老年患者提供及时、优质、个性化服务基础上,促进医患双方的有效沟通和老年患者疾病负担的适当减轻。
Objective To assess the situation of seeking treatment experiences among elderly patients in Chongqing and to analyze its influencing factors through third party. Methods The questionnaire was designed combining with SERVQUAL service quality model, the random sampling method of combination of multistage and stratified was adopted, and cross-section interview survey was used for 700 elderly patients from 35 units by third party ; Correlation analysis was used for influencing factors. Results The satisfaction of seeking treatment experiences in elderly patients scored （ 3.90 ± 0.41） points, the satisfaction scores of service quality from high to low in turn were tangibles, reliability, guarantee, responsiveness and empathy, their scores respectively were （ 3.96 ± 0.43） points, （ 3.95 ± 0.42） points, （ 3.94 ± 0.47 ） points, （ 3.82 ±0.48 ） points and （ 3.78± 0.57） points, and their satisfaction rate respectively were 84%, 82.30%, 80%, 74.80% and 73.10% ;There was a strong correlation between service quality and core indexes and experiences of seeking treatment in elderly patients, and all correlation coefficient r were statistically significant （ P 〈 0.01 ）. Conclusions The elderly patients are somewhat satisfied with the experiences of seeking treatment, service quality index is one of the important factors affecting experiences of seeking treatment in elderly patients, responsiveness plays a decisive role, reliability and guarantee are the core contents of experience, empathy is a relatively weak link, health administrators should strengthen the diagnosis and treatment ability, promote effective doctor-patient communication and properly reduce disease burden of elderly patients on the basis of providing timely, high-quality, personalized services.
出处
《中国卫生事业管理》
北大核心
2017年第3期189-191,共3页
Chinese Health Service Management
基金
重庆市市教委人文社科项目"社区家庭医生式养老服务协同供给机制研究"(编号:15SKG028)
关键词
服务质量
老年患者
就医体验
第三方
service quality
elderly patients
experiences of seeking treatment
third party
