摘要
目的研究我国三级中医医院和综合医院门诊患者满意度的关键影响因素及其异同,为两类医院提升医疗服务质量分别提供针对性建议。方法采用Likert 5级患者满意度量表对中医医院和综合医院门诊患者满意度进行调查。通过重要性矩阵分析方法,明确两类医院门诊患者满意度的关键驱动因素。结果两类医院的共同关键优势因素包括“诊疗服务”“医护情感关怀”和“院内引导标识”,共同关键劣势为“接诊时间”和“空间布局”。同时中医医院的关键优势还包括“问诊服务”,关键劣势还包括“服务窗口”,综合医院的关键劣势包括“候诊时长”和“休息等候区环境”。结论我国三级医院门诊患者总体满意度水平较高,两类医院的关键优势因素基本相同。空间布局和接诊时间为两类医院均需进一步改进的方面。同时中医医院相较综合医院更需关注窗口工作人员的服务态度,而综合医院相较中医医院则更需注重优化就诊流程,改善休息等候区环境。
Objective To study the key influencing factors of outpatient satisfaction in tertiary traditional Chinese medicine hospitals and general hospitals in China and their similarities and differences,and to provide specific suggestions for improving the quality of medical services in the two types of hospitals.Methods The Likert 5 levels patient satisfaction scale was used to investigate the satisfaction of outpatients in traditional Chinese medicine hospitals and general hospitals.The importance matrix analysis method was used to identify the key drivers of outpatient satisfaction in the two types of hospitals.Results The common key advantages of the two types of hospitals included“diagnosis and treatment service”,“medical emotional care”and“hospital guidance sign”,while the common key disadvantages were“treatment time”and“spatial layout”.At the same time,the key advantages of traditional Chinese medicine hospitals included“consultation service”,the key disadvantages included“service window”,and the key disadvantages of general hospitals included“waiting time”and“environment of rest and waiting area”.Conclusion The overall satisfaction level of outpatients in tertiary hospitals in China is relatively high,and the key advantages of the two types of hospitals are basically the same.Spatial layout and treatment time are areas that need further improvement in both types of hospitals.Meanwhile,compared with general hospitals,traditional Chinese medicine hospitals should pay more attention to the service attitude of window staff,while general hospitals should pay more attention to the optimization of medical treatment process and improve the environment of rest and waiting area.
作者
郭然
胡琳琳
胡志民
赵琪
刘远立
GUO Ran;HU Linlin;HU Zhimin;ZHAO Qi;LIU Yuanli(School of Health Policy and Management,Chinese Academy of Medical Sciences&Peking Union Medical College,Beijing 100730,China)
出处
《中国医药导报》
CAS
2021年第15期133-136,148,共5页
China Medical Herald
基金
国家中医药管理局委托项目(GZY-YZS-2019-07)。
关键词
中医医院
综合医院
门诊患者满意度
关键驱动因素
重要性矩阵分析
Traditional Chinese medicine hospitals
General hospitals
Outpatient satisfaction
Key drivers
Importance matrix analysis
