【摘要】 目的通过住院病人体验和满意监测数据分析,探讨病人性别对医疗服务的期望和满意,以及对评价医疗服务质量的影响,为针对病人特点提供以患者为中心的医院服务提供科学的依据。方法北京的三所医院采用病人满意度监测工具VPSM对住院病人进行邮寄调查,对总体服务指数、各服务阶段质量指数,以及各监测项目进行病人性别间比较分析和统计检验。结果性别间的总体质量指数差异无显著性。各阶段质量指数中,男女病人的可及性和入院服务指数分别为2.98和2.72(p<0.05);男女病人的物理环境指数分别为2.86和2.49(p<0.01)。某些特定监测项目男病人的体验评价高于女病人。结论住院男女病人之间对住院服务体验和满意在总体上和大多数技术性服务方面是相同的,但女病人对人际服务质量和非医学服务,特别是入院服务和物理环境有较高期望。病人对服务体验和质量评价上的性别差别,提示特定病人具有的特定服务期望和需要,应有针对性地满足他们的需要,最大化地实现病人期望,不断提高医院整体服务水平。更多还原

【Abstract】 Objective To explore gender differences in patient’s experience,satisfaction and evaluation on quality of hospital services.Methods The Victorian Patient Satisfaction Monitor (VPSM) was administered in three public hospitals of Beijing.Pa- tients discharged from hospitals were systematically selected from patient records.Questionnaires were delivered to the patient’s homes and returned to the researcher using the reply paid envelope provided.A comparison was made of responses by male and fe- male patients to the Overall Care Index,six quality indices,and 25 monitor items.Results:the Overall Care Index showed no difference between genders of patient.On a number of items,male patients were scored higher than female patients.Among the quality indices,Accessibility and Admission Index (AAI)was 2.98 and 2.72 for male and female patients respectively (p<0.05). The Physical Environment Index (PEI) was 2.86 and 2.49 for males and females respectively (p<0.01).Seven of the 25 monitor items showed statistically significant differences between genders with male reporting better experiences than female.The significant items include waiting time before admission,clarity of information provided by the hospital before admission,explanation of hospital routine and procedures,cleanliness of the toilet,shower and room,the restfulness of the hospital,and privacy protection.Conclu. sions There were no gender differences in patient experience and satisfaction with hospital inpatient services in terms of the OCI and the quality of technical and clinical services.However,female patients reported different experiences to males regarding inter- personal services and non-medical services.Specifically,females evaluated access and admission services and the hospital physical environment lower than male patients.The findings provide valuable information for understanding specific expectations and needs of healthcare consumers where gender as a factor of important consideration.The study provides an evidence-base for incorporating pa- tient survey findings to improve consumer-centered hospital services based on the needs of patients.更多还原