【摘要】 目的探讨影响三级甲等医院患者忠诚度的因素,为提高患者忠诚度、增强医院实力、促进医院健康持续发展提供参考依据。方法采用横断面调查法。在某三级甲等医院门诊和病区分别随机抽取10个科室,对2009年10月—2010年1月间的诊疗患者或陪护人员随机发放调查问卷,完成有效问卷2188份。结果调查对象对该医院各项医疗服务的满意度均大于90.0%,忠诚度为83.1%。结论患者忠诚度与医疗水平和服务质量、医院品牌、交通便捷性、医患人际关系、投诉渠道通畅性、患者满意度等因素有关。更多还原

【Abstract】 In order to discuss the factors affecting the patients’ loyalty to hospitals of Grade Three,Class A and provide referring base for the improvement in patient’s loyalty,strengthening hospitals and promoting sustainable development of hospitals,the writers,with cross-sectional survey method,sampled randomly 10 departments in sections for outpatients and areas for inpatients in hospitals of Grade Three,Class A and made random 2,188 questionnaires to the patients for diagnosis and treatment and their accompanying caretakers from October,2009 to January,2010 and found that the satisfaction degree for medical service in this hospital from the respondents is more than 90.0% and the loyalty degree is 83.1%.The conclusion is that the patients’ loyalty relates to medical level,service quality,brand effect,traffic convenience,doctor-patient relationship,patients’ satisfaction degree and other factors.更多还原