安徽省县级公立医院住院患者满意度对忠诚度影响分析
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国家自然科学基金项目“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 patients’ satisfaction degree on loyalty in the county public hospitals in Anhui Province
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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,在安徽省皖南、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、满意度和忠诚度等情况进行调查。结果:696例住院患者总体满意度得分为(4.39±0.74)分,忠诚度得分为(8.71±1.35)分;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。

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    Abstract:Objective: To understand the situation of patients’ satisfaction and loyalty of the county public hospital, and analyze the effect of satisfaction on loyalty. Methods: According to the geographical distribution, 12 county public hospitals were randomly selected from the south, middle, and north of the Anhui Province by using a random sampling method. The general demographic data, satisfaction and loyalty of 696 hospitalized patients were investigated by self-designed questionnaire. Results: The overall satisfaction score of 696 inpatients was (4.39±0.74), and the loyalty score was (8.71±1.35). The satisfaction degree of medical staff image, medical service attitude, medical quality, and medical facilities and environment affected the loyalty of inpatients. Conclusion: County public hospital patients are with higher levels of loyalty. The satisfaction and loyalty of patients can be improved from the perspective of establishing a good image of the medical staff and improving the quality of medical care.

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王存慧,王 珩,李念念,赵允伍,尹红燕.安徽省县级公立医院住院患者满意度对忠诚度影响分析[J].南京医科大学学报(社会科学版),2017,(2):134~137

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  • 收稿日期:2016-12-02
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  • 在线发布日期: 2017-04-25
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