【摘要】 目的:研究综合医院住院部医疗服务满意度的主要影响因素,分析提升服务质量的优先改进方向。方法:采用半结构式访谈与问卷调查对杭州市某三甲医院住院部的患者及其家属进行调查,对问卷数据进行因子分析与回归分析。结果:通过因子分析,发现影响住院部医疗服务满意度的因子主要有4个——基础服务、流程管理、病房管理及医疗费用。通过多元线性回归分析,发现流程管理的改善能够最显著地提升住院部医疗服务总体满意度。结论:对于医院住院部来说,可以优先改善流程管理方面的工作绩效,从而有效提高医疗服务满意度。更多还原

【Abstract】 Objective To understand the main influencing factors of satisfaction on healthcare service in inpatient departments of general hospitals,and improve the service quality.Methods Patients and their family members in the inpatient department of one grade three and first-class hospital in Hangzhou were surveyed with semi-structured interviews and questionnaire.Data was analyzed with factor analysis and regression analysis methods.Results The four main factors influencing the satisfaction on healthcare service in inpatient departments were basic services,process management,ward management and medical expenses.The regression analysis indicated that process management can significantly improve the overall satisfaction on healthcare service in inpatient departments.Conclusion For inpatient departments,the performance of process management can be perfected to improve the satisfaction on healthcare service.更多还原