Department of Preventive Medicine, School of Health Sciences, Wuhan University, 185 Donghu Road, Wuhan 430071, China.
Department of Behavioral Sciences and Health Education, Rollins School of Public Health, Emory University, 1518 Clifton Rd.NE, Atlanta, GA 30322, USA.
Int J Environ Res Public Health. 2018 Apr 17;15(4):769. doi: 10.3390/ijerph15040769.
Satisfaction evaluation is widely used in healthcare systems to improve healthcare service quality to obtain better health outcomes. The aim of this study was to measure employee work satisfaction and patient satisfaction status in Wuhan, China. A cross-sectional study was conducted in 14 medical institutions. The final valid sample comprised a total of 696 medical staff and 668 patients. The overall satisfaction levels of medical staff and patients were 58.28 ± 14.60 (10.47–100.00) and 65.82 ± 14.66 (8.62–100.00), respectively. The factors affecting medical staff satisfaction, ranking in sequence from most to least satisfied, were: the work itself, working environment and atmosphere, hospital management, practicing environment, and job rewards. Patient satisfaction factors, from most to least affecting, were ranked as follows: physician-patient relationship and communication, service organization and facilities, continuity and collaboration of medical care, access to relevant information and support, and healthcare and related services, respectively. The overall satisfaction evaluation of medical staff was average. Healthcare policy makers and medical institution management staff should focus on job rewards and working environment. This would allow them to increase their work happiness and sense of belonging, which in turn would allow them to provide better medical services to patients. The overall patient evaluation was satisfactory, with patients satisfied at all levels of the satisfaction evaluation.
满意度评价广泛应用于医疗保健系统，以提高医疗服务质量，从而获得更好的健康结果。本研究旨在测量中国武汉的员工工作满意度和患者满意度状况。这是一项横断面研究，在 14 家医疗机构中进行。最终有效样本包括共 696 名医务人员和 668 名患者。医务人员和患者的总体满意度分别为 58.28±14.60（10.47–100.00）和 65.82±14.66（8.62–100.00）。影响医务人员满意度的因素按满意度从高到低排序依次为：工作本身、工作环境和氛围、医院管理、执业环境和工作回报。影响患者满意度的因素按影响从大到小排序依次为：医患关系和沟通、服务组织和设施、医疗连续性和协作性、获取相关信息和支持以及医疗保健和相关服务。医务人员的总体满意度评价处于中等水平。医疗保健政策制定者和医疗机构管理人员应关注工作回报和工作环境。这将使他们提高工作幸福感和归属感，从而为患者提供更好的医疗服务。总体上患者评价是满意的，在满意度评价的各个层面，患者都感到满意。
