2009年中央政府提出新医改政策，推行至今已有十一年，随着新医改的不 断深入，更多优质民营医院纳入医保定点，跨省异地就医审批便捷，患者就医不 再局限于本地公立医院。医疗服务市场从原来以公立医院为主导的卖方市场，向 以患者需求为核心的买方市场转变。公立医院想要巩固患者忠诚度，保持领先性， 必须不断改进服务质量。国内和国外许多理论研究与医院实践都表明，患者的满 意度能比较客观地反映医院管理水平的高低和医疗服务质量的好坏，为医疗服务 机构的管理者指明改进方向。 本文以公立医院H医院为研究对象，通过研究相关文献资料，归纳患者满意 度测评要素。以住院患者需求为导向，听取部分患者就医过程中的实际感受，结 合对医院实地考察过程中总结的特点，设计了针对H医院住院患者满意度测评 表，运用问卷调查法，对患者满意度进行调研，并运用统计软件SPSS.23对调查 问卷进行问卷信度、效度的检验和数据的统计与分析。 根据数据分析的结果，H医院住院患者满意度整体得分较高。各项影响因素 的评分中护理服务得分最高，为4.35分，表明患者对医院的护理服务较为满意。 后勤服务与环境设施得分也较高，分别为4.26分和4.27分，医院重视就医环境 体验感，大部分患者认可医院的后勤保障工作。但是较多患者反映电梯等候时间 过长，停车位较少，入出院手续办理麻烦，对于这些问题医院可以进一步优化和 完善。医疗技术得分4.18分、医患沟通获得4.19分，医疗费用为4.20分。这 三项得分中等，表明患者基本满意，但还有改进的空间。而服务态度的得分最低， 为4.15分。通过进一步调查发现，服务态度满意度不高主要集中对医生服务态 度不满，这与医生工作强度大，部分医生服务态度意识欠缺有关。 针对满意度得分情况，H医院可以从提高服务意识，开展护理人文关怀和促 进医患之间有效沟通等方面改善医患关系，提升服务质量。建立健全有效投诉渠 道，制定合理的奖惩制度，配合明察暗访的有效监督，督促医务人员提高服务质 量水准，提升患者满意度。H医院应加快信息化建设，建立大数据分析平台，为 提升医院信息化管理水平做好硬件保障。逐步完善H医院基础设施的配套升级， 提升患者就医便捷性。 关键词：满意度；住院患者；问卷调查；医患关系 II Abstract TheCentralGovernmentputforwardthenewmedicalreformpolicyin2009, whichhasbeenimplementedfor11years.Withthedeepeningofthenewmedical reform,morehigh-qualityprivatehospitalshavebeenincludedinthedesignated medicalinsurancesystem,andtheexaminationandapprovalofinter-provincialand inter-localmedicaltreatmentisconvenient.Patients'medicaltreatmentisnolonger limitedtolocalpublichospitals.Themedicalservicemarkethaschangedfroma seller'smarketdominatedbypublichospitalstoabuyer'smarketcenteredonpatient needs.Publichospitalsmustcontinuouslyimproveservicequalityiftheywantto consolidatepatientloyaltyandmaintainleadership.Accordingtotheresearchand practiceathomeandabroad,patientsatisfactioncanobjectivelyreflectthequalityof medicalservicesandpointouttheimprovementdirectionforthemanagersofmedical institutions. Therefore,takingtheHPublicHospitalastheresearchobject,thispaper summeduptheevaluationelementsofpatientsatisfactionthroughliteratureresearch. Basedontheneedsofinpatients,asatisfactionevaluationformforinpatientsinH PublicHospitalwasdesignedbylisteningtotheactualfeelingsofsomepatients duringtheprocessofseekingmedicaltreatment,andcombiningwiththe characteristicssummarizedduringtheon-the-spotinvestigationofthehospital.The questionnairesurveywasusedtoinvestigateinpatients'satisfactionofHhospital,and SPSS.23softwarewasusedtotestthereliability,validity,statisticsanddataanalysis ofthequestionnaire. Accordingtotheresultsofdataanalysis,theoverallscoreofinpatients' satisfactioninHPublicHospitalisrelativelyhigh.Amongthescoresofvarious influencingfactors,nursingservicescoredthehighest:4.35scores,whichindicates thatpatientsweresatisfiedwiththehospital'snursingservice.Logisticsservicesand environmentalfacilitiesalsoscoredhigher,4.26and4.27scoresrespectively. Hospitalsattachimportancetothesenseofenvironmentalexperienceformedical treatment,andmostpatientsapproveofthehospital'slogisticssupportwork.However, morepatientsreportthatthewaitingtimeforelevatorsistoolong,therearefewer parkingspaces,andtheformalitiesforadmissionanddischargearetroublesome. Hospitalscanfurtheroptimizeandperfecttheseproblems.Thescoreofmedical technologywas4.18,thatofdoctor-patientcommunicationwas4.19,andthatof medicalexpenseswas4.20.Thescoresofthesethreeitemsaremedium,indicating III thatthepatientsarebasicallysatisfied,butthereisstillroomforimprovement.The serviceattitudescoredthelowest:4.15scores.Throughfurtherinvestigation,itis foundthatthelowsatisfactionofserviceattitudemainlyfocusesondissatisfaction withdoctors'serviceattitude,whichisrelatedtothehighworkintensityofdoctors andthelackofawarenessofserviceattitudeofsomedoctors. Accordingtothesatisfactionscore,hospitalscanimprovethedoctor-patient relationshipandservicequalitybyimprovingserviceawareness,strengthening effectivecommunicationbetweendoctorsandpatientsandhumanisticcare.Hospitals shouldestablishandimproveeffectivecomplaintchannels,formulateareasonable rewardandpunishmentsystem,cooperatewitheffectivesupervisionofthorough investigations,andurgemedicalpersonneltoimproveservicelevelandpatient satisfaction.What’smore,hospitalsshouldspeedupinformationconstruction, establishabigdataanalysisplatform,asthehardwareguaranteeandwindingthelevel ofhospitalinformationmanagement,andgraduallyimprovethesupporting constructionofhospitalinfrastructuretoimprovetheconvenienceofpatientsseeking medicaltreatment. Keywords:Satisfaction;Inpatients;Questionnairesurvey;doctor-patient relationship IV 目录 第一章绪论..................................................................................................................1 1.1研究背景与意义............................................................................................1 1.2文献综述........................................................................................................2 1.2.1患者满意度概念.................................................................................3 1.2.2患者满意度影响因素.........................................................................4 1.2.3患者满意度测评方法.........................................................................5 1.3研究思路与方法............................................................................................6 1.3.1研究思路............................................................................................6 1.3.2研究方法............................................................................................7 1.4主要研究内容................................................................................................8 第二章医院患者满意度研究的理论基础..................................................................9 2.1顾客满意模型理论........................................................................................9 2.2需要层次理论..............................................................................................10 2.3患者满意度测评体系..................................................................................11 第三章H医院住院患者满意度调查问卷设计及调查结果与分析........................13 3.1H医院的简介...............................................................................................13 3.2H医院问卷调查设计...................................................................................13 3.2.1调查对象..........................................................................................14 3.2.2调查问卷与调查内容......................................................................14 3.2.3调查方法..........................................................................................16 3.3问卷调查结果..............................................................................................17 3.3.1住院患者的基本情况......................................................................17 3.3.2问卷的信度、效度分析..................................................................20 3.4住院患者满意度分析..................................................................................23 3.4.1总体满意度调查结果......................................................................24 3.4.2医疗技术的满意度得分..............................................................