【摘要】 目的利用美国顾客满意度指数(ACSI)和欧洲顾客满意度指数(ECSI)模型,研究住院患者满意度的因子构成和效应值,构建住院患者满意度评价模型,分析影响住院患者满意度的相关因素。方法通过查阅文献和咨询相关专家,自行设计住院患者满意度调查问卷。采用偶遇抽样法进行问卷调查,并对问卷进行信度、效度分析。结果住院患者满意度评价模型包含了医院形象、患者期望、感知质量、感知价值和患者满意度5个变量。感知质量对患者满意度的影响最大,总效应值为0.905,医院形象和感知价值的总效应值分别为0.394和0.588,患者期望对患者满意度的直接效应为负面效应(效应值-0.226),间接效应为正面效应(效应值0.696),总效应值为0.470。结论在医疗服务活动中,可以通过患者期望、感知质量和感知价值3个途径提高患者满意度,其中以提高感知质量为重点。同时医生应尽可能详细地为患者解释病情,让患者参与诊疗计划的制定。更多还原

【Abstract】 Objective Based on American Customer Satisfaction Index(ACSI)and European Customer Satisfaction Index(ECSI)models,we aimed to investigate the composition and effect size of factors influencing inpatient satisfaction,and also construct an inpatient satisfaction evaluation model.Methods After literature search and expert consultation,an inpatient satisfaction questionnaire was designed.The survey was performed by accidental sampling,and the reliability and validity of the questionnaire were assessed.Results The inpatient satisfaction evaluation model comprised five variables,i.e.hospital image,patient expectation,perceived quality,perceived value,and patient satisfaction.Perceived quality had the greatest impact on patient satisfaction(effect size,0.905),followed by hospital image(effect size,0.394)and perceived value(effect size,0.588).As for patient expectation,a negative direct effect(effect size,-0.226)and a positive indirect effect(effect size,0.696)was observed,with a total effect size of 0.470.Conclusion When providing healthcare service,we may enhance patient satisfaction via three approaches:patient expectation,perceived quality,and perceived value.Of these,improving perceived quality should be considered a focus.Meanwhile,clinicians should ensure that their patients are well informed about the illness and treatment options,and involve their patients in the decision-making process.更多还原