安徽省县级公立医院住院患者满意度对其忠诚度影响分析
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1.安徽医科大学卫生管理学院;2.安徽医科大学第一附属医院

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中图分类号:

R197.3

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国家自然科学“基本药物制度下的县级公立医院绩效评价研究”(71473003)


Analysis on the influence of the satisfaction degree of the patients in the county public hospitals in Anhui Province
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School of health management of Anhui Medical University

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    摘要:

    目的:了解县级公立医院住院患者满意度及忠诚度情况,分析满意度对忠诚度的影响。方法:采取随机分层抽样方法,根据地域分布,在皖南、皖中、皖北共随机抽取12家县级公立医院,采用自行设计的调查问卷对696例住院患者的一般人口学资料、满意度和忠诚度情况等进行调查。结果:696例住院患者总体满意度为4.39±0.74,忠诚度为8.71±1.35;医护人员形象、医疗服务态度、医疗质量、医疗设施环境方面的满意度影响住院患者的忠诚度。结论:县级公立医院住院患者忠诚度水平较高;医院可以从树立医护人员良好形象、提高医疗质量等角度,提高住院患者满意度,培养其忠诚度。

    Abstract:

    Objective: to understand the situation of patient satisfaction and loyalty of the county public hospital, analysis the effect of satisfaction on loyalty. Methods: according to the geographical distribution,randomly selected from 12 public hospitals in the Anhui by using a self-designed questionnaire,know hospitalized patients genral demographic data.,Investigation of satisfaction and loyalty and so on. Results: 696 cases of hospitalized patients overall satisfaction was 4.39±0.74, loyalty was 8.71±1.35 ; medical worker image, medical service attitude, quality of care, satisfaction of medical facilities and environmental aspects of the patient loyalty. Conclusion: loyalty levels in patients with higher hospitalization of the county public hospital; hospital from the perspective of establishing a good image of the medical staff, improve the quality of medical care, improve patient satisfaction, cultivate their loyalty.

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  • 收稿日期:2016-12-02
  • 最后修改日期:2017-01-02
  • 录用日期:2017-04-13
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