本文应用较为成熟的影响满意度因素理论模型，结合鞍山市公立医院实际，
对影响满意度因素的调查指标进行了科学设计，对鞍山市 17 所公立医院患者和
员工在医疗服务过程中的满意度感知情况进行了深入细致的调查，运用较为专业
的满意度计算方法和方差分析等统计学方法，对影响医疗服务患者满意度的因素
进行了分析，对优化公立医院资源配置提出了指导意见，对影响医疗服务患者满
意度低的主要问题及原因进行了阐述，并提出了合理化建议。
通过研究发现，医疗服务过程中的医疗技术水平、医疗效果、医务人员服务
态度、医患沟通、医疗费用、就医流程、就医环境、医疗服务便利和快捷性是影
响患者满意度的重要因素；调查结果显示，患者对医疗费用和就医环境的感知满
意度较低，是公立医院优先改进的方面；其次是便利服务、医疗效果，作为次要
改进的方面。员工满意度调查表明医务人员对薪酬福利最不满意，影响了工作积
极性的发挥，是医院应优先考虑的，其次是个人接受培训深造的机会。通过调查
研究，提示医院提供的医疗服务越符合患者的需要，患者满意水平就越高；员工
满意度影响着其工作积极性，也直接影响服务对象患者的满意度，表明需求的满
足是患者满意的前提条件。通过影响因素分析论证，也揭示了患者满意度的提高
是一个系统性的过程，需要直接提供医疗服务及间接支持医疗服务部门全体共同
参与、协同作战。医疗服务患者满意度测评，需要开展周期性的测量、评价与调
整，才能发挥其应有的作用。
关键词：医疗服务；患者；员工；满意度Abstract
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Abstract
With deepening the reform of the pharmaceutical and health care system and
opening of medical market gradually, the competition of medical service is becoming
intense. A number of natial public hospitals have been restricted by administrative
system so that the research of patient satisfaction is relatively less, so the research
investigates the public hospitals in Anshan and tries to find out the factors which
affect patient satisfaction with medical service.
This research adopts a mature concept model of satisfaction and designs the
investigating data which affect satisfaction factors scientifically. The research
investigates deeply the satisfaction of the patients and staff of the 17 public hospitals
in Anshan with the medical service; analyzes the factors affecting patient satisfaction
by professional computational methods and analysis of variance; proposes the
instructional suggestion on the optimizing the resource allocation of public hospitals;
states the main problems and reasons which leads to low patient satisfaction with
medical service and presents the rationalization proposals at last.
The research discovers the important factors affecting patient satisfaction, which
includes medical technology level, medical effect, the attitude of medical staff,
doctor-patient communication, medical expense, medical procedure, medical
enviorenment and the convenience of medical service. The result of the research
shows that the patient satisfaction with medical expense and medical enviorenment is
lower, which needs to be improved firstly by public hospitals; the convenience of
medical service and medical effect need improving secondly. The staff satisfaction
investigation indicates that the medical staff has the lowest satisfaction with the salary
and welfare, which influences the enthusiasm of the medical staff and needs to be
considered firstly; the second factor affecting staff satisfaction is the training
opportunities. Through the investigation, the more needs provided by the hospitals are
suitable for the patients, the higher of the patient satisfaction; the staff satisfaction
affects their enthusiasm and the patient satisfaction, which indicates that the need
satisfaction results in patient satisfaction. By the analysis of the influential factors, the
improving of patient satisfaction is a systematic process, which needs the cooperation
of the direct medical department and indirect medical serving department. The
evaluation of patient satisfaction with medical service needs to be measured,
estimated and adjusted periodically, which could function appropriately.
Key words: medical service, patient, staff, satisfaction
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