I 摘要 随着中国经济的发展，广大民众对医疗等健康领域的需求更加多样化，同时 由于医疗体制的不断改革，医疗服务行业迎来了多层次、全方面的协调发展。但 怎样来满足人民群众的医疗服务需求，改善医疗行业的服务质量，提升患者的就 医满意感，加速医疗服务市场的开放，是目前医疗服务行业竞争战略的核心。因 此，本研究的重点是调查S医院激光中心婴儿血管瘤患者家属的满意度，通过实 证分析法研究影响患者满意度的主要因素，从而为提升S医院激光治疗婴儿血管 瘤满意度提供一些应用建议和实践策略。 本文首先根据医疗服务、患者满意度及其度量方法等一系列理论研究成果， 分析与归纳影响患者满意度的相关因素；然后，在此基础上设计出适合激光中心 门诊患者的满意度量表，并在问题的设置中结合激光治疗婴儿血管瘤的特点，通 过调查问卷对在S医院激光中心进行血管瘤激光治疗的婴儿家属的满意度进行数 据收集；最后，运用SPSS25.0统计软件对收集的问卷数据进行分析，通过独立样 本T检验、方差分析、相关性分析以及回归分析的方法提炼出对满意度有主要影 响的因素。 本文在对S医院激光治疗婴儿血管瘤满意度的回归分析中发现：（1）患者家 属的年龄、文化程度和婴儿的就诊次数会对治疗满意度产生影响，其中年龄越大、 文化程度越低、婴儿的就诊次数越多，满意度水平表现越低；（2）患者家属与患 者的关系、患者家属的性别以及家庭收入水平对满意度的影响没有显著差异。相 关分析与回归分析的结果表明：（1）医院形象与医疗环境对激光治疗婴儿血管瘤 满意度的影响不显著；（2）价值期望、价值感知、辅助服务、医疗服务和医疗设 备对满意度有明显影响，其中价值期望的影响为负，与其他几项不同；（3）医疗 服务和医疗设备是对满意度影响最大的因素。根据研究结果，本文认为可以通过 增加医疗收费透明度、提高医务人员专业水平、增进医患沟通、加强设备管理等 方法提高患者在此项治疗过程中的满意度。 关键词：激光，血管瘤，满意度，影响因素，回归分析 ABSTRACT II ABSTRACT WiththedevelopmentofChina'seconomy,thegeneralpublic'sdemandforhealth careandotherfieldshasbeengraduallybecomingmorediversified.Atthesametime, duetothecontinuousreformofthemedicalsystem,themedicalserviceindustryhas usheredinamulti-levelandcomprehensivecoordinateddevelopment.However,howto meetthemedicalserviceneedsofthepeople,improvetheservicequalityofthemedical industry,improvethesatisfactionofpatients,andacceleratetheopeningofthemedical servicemarketisthecoreofthecurrentcompetitivestrategyofthemedicalservice industry.Therefore,thefocusofthisstudyistoinvestigatethesatisfactionoffamily membersofinfantilehemangiomapatientsinthelasercenterofShospital,andtostudy themainfactorsaffectingpatientsatisfactionthroughempiricalanalysis,soasto providesomeapplicationSuggestionsandpracticalstrategiesforimprovingthe satisfactionofinfantilehemangiomapatientstreatedbylaserinShospital. Basedonaseriesoftheoreticalresearchresultssuchasmedicalservice,patient satisfactionanditsmeasurementmethod,thisstudyfirstlyanalyzesandsummarizesthe relevantfactorsaffectingpatientsatisfaction.Then,onthisbasis,asatisfactionscale suitableforoutpatientsinthelasercenterisdesigned,questionscombinedwiththe characteristicsoflasertreatmentofinfantilehemangiomasareaddressed,andthedata onthesatisfactionoffamilymembersoflasertreatmentofhemangiomainfantsatthe lasercenterofSHospitaliscollectedthroughaquestionnaire.Finally,SPSS25.0 statisticalsoftwareisusedtoanalyzethecollectedquestionnairedata,andthe independentsampleTtest,analysisofvariance,correlationanalysisandregression analysisareusedtoextractthemaininfluencingfactorsonsatisfaction. Intheregressionanalysisofthesatisfactionoflasertreatmentofinfant hemangiomainSHospital,thisstudyfindsthat:(1)theage,educationallevelofthe patient'sfamilyandthenumberofvisitsoftheinfantwillhaveanimpactonthe treatmentsatisfaction.Theoldertheage,thelowertheeducationlevel,themore frequentvisitsofinfants,thelowerthelevelofsatisfaction;(2)thereisnosignificant differenceintheimpactoftherelationshipbetweenfamilymembersandpatients, genderoffamilymembers,andfamilyincomelevelonsatisfaction.Correlationanalysis andregressionanalysisindicatesthat:(1)theimageofthehospitalandthemedical ABSTRACT III environmenthavenosignificanteffectonthesatisfactionoflasertreatmentofinfant hemangioma;(2)valueexpectation,valueperception,auxiliaryservices,medical servicesandmedicalequipmenthavesignificantinfluenceonsatisfaction,amongwhich theimpactofvalueexpectationsisnegative,whichisdifferentfromothers;(3)medical servicesandmedicalequipmenthavethegreatestinfluenceonsatisfaction.According totheresearchresults,thisstudybelievesthatpatient’ssatisfactioninthistreatment processcanbeimprovedbyincreasingthetransparencyofmedicalfees,improvingthe professionallevelofmedicalstaff,enhancingdoctor-patientcommunication,and strengtheningequipmentmanagementandothermethods. Keywords:laser,hemangioma,satisfaction,influencingfactors,regressionanalysis 目录 IV 目录 第一章绪论.....................................................................................................................1 1.1背景及研究意义................................................................................................1 1.1.1研究背景.................................................................................................1 1.1.2研究意义.................................................................................................2 1.2研究内容............................................................................................................3 1.3研究方法............................................................................................................4 1.4本文的创新点....................................................................................................5 第二章文献综述.............................................................................................................6 2.1医疗服务的研究................................................................................................6 2.2患者满意度的研究............................................................................................7 2.3患者满意度影响因素的研究...........................................................................11 2.4婴儿血管瘤的研究..........................................................................................12 2.4.1婴儿血管瘤的概念及特点...................................................................12 2.4.2婴儿血管瘤的诊断...............................................................................13 2.4.3婴儿血管瘤的治疗...............................................................................13 2.4.4激光治疗婴儿血管瘤的研究...............................................................14 第三章S医院激光治疗婴儿血管瘤现状.....................................................................15 3.1S医院概况........................................................................................................15 3.2S医院激光中心简介........................................................................................15 3.3S医院激光治疗婴儿血管瘤流程....................................................................16 第四章研究设计...........................................................................................................18 4.1激光治疗婴儿血管瘤的特点..........................................................................18 4.2调查问卷设计..................................................................................................19 4.3问卷发放..........................................................................................................23 4.4信度与效度分析..............................................................................................23 4.4.1信度分析...............................................................................................23 4.4.2效度分析...............................................................................................24 第五章实证分析...........................................................................................................26 5.1描述性统计......................................................................................................26 5.2因子分析..........................................................................................................