Sun Jing, Hu Guangyu, Ma Jing, Chen Yin, Wu Laiyang, Liu Qiannan, Hu Jia, Livoti Christine, Jiang Yu, Liu Yuanli
School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
Brigham and Women's Hospital, Harvard Medical School, 75 Francis Street, Boston, MA 02115,USA.
Int J Qual Health Care. 2017 Apr 1;29(2):213-221. doi: 10.1093/intqhc/mzw160.
This study aims to develop understanding of Chinese patient satisfaction with tertiary hospitals.
The study draws on data collected from the 2015 China National Patient Survey. A Likert five-point scale was used to formulate the questionnaires. Descriptive analysis and logistic regression analysis were conducted.
A structured questionnaire was used by 1432 interviewers to interview 27 475 outpatients and 19 938 inpatients in 136 tertiary hospitals from 31 provinces.
Outpatients in the dispensing area and inpatients in the discharging area were randomly interviewed.
MAIN OUTCOME MEASURE(S): Key domains of the questionnaire include the layout of service functions, environment maintenance, process management, quality of care, humane care and the patient-doctor relationship. Within each domain, several indicators were set, and each indicator was given a statement.
The overall satisfaction scores are 4.42 ± 0.68 and 4.67 ± 0.62 for outpatient and inpatient, respectively. The domains with highest satisfaction are 'diagnosis and treatment' for outpatient and 'nursing care' for inpatient. Outpatients were least satisfied with long waiting time, while inpatients were least satisfied with the food. The strongest predictor of overall satisfaction appears to be 'patient-doctor relationship' for both outpatients (OR = 3.53, 95% CI: 3.17-3.92) and inpatients (OR = 7.34, 95% CI: 5.55-9.70).
Chinese hospitals need to pay more attention to offering more humane care to patients, hospital environment and process management improvement, reducing waiting times for seeing doctors and outpatient testing, and improving amenity services such as better food in the wards.
本研究旨在加深对中国患者对三级医院满意度的理解。
该研究利用了从2015年中国全国患者调查中收集的数据。采用李克特五点量表来编制问卷。进行了描述性分析和逻辑回归分析。
1432名访谈员使用结构化问卷对来自31个省份的136家三级医院的27475名门诊患者和19938名住院患者进行了访谈。
对取药区的门诊患者和出院区的住院患者进行了随机访谈。
问卷的关键领域包括服务功能布局、环境维护、流程管理、护理质量、人文关怀和医患关系。在每个领域内设置了若干指标，每个指标都给出了一个陈述。
门诊患者和住院患者的总体满意度得分分别为4.42±0.68和4.67±0.62。满意度最高的领域，门诊患者是“诊疗”，住院患者是“护理”。门诊患者最不满意的是等待时间长，而住院患者最不满意的是食物。总体满意度的最强预测因素，门诊患者似乎是“医患关系”（OR = 3.53，95%CI：3.17 - 3.92），住院患者也是“医患关系”（OR = 7.34，95%CI：5.55 - 9.70）。
中国医院需要更加注重为患者提供更多人文关怀、改善医院环境和流程管理、减少看病和门诊检查的等待时间，以及改善诸如病房更好的食物等便利服务。
