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目的探讨提高病人对就诊医院满意率的途径。方法分析四川省城乡及汉族地区农村与少数民族地区农村就诊患者对就诊医院最不满意的若干问题。结果门诊服务满意率比较:农村高于城市;汉族地区农村高于少数民族地区农村(P值均<0.05)。住院服务满意率比较:城乡差别无统计学意义(P>0.05);汉族地区农村高于少数民族地区农村(P<0.05)。此外,四川省城乡居民对住院服务的满意率均低于对门诊服务的满意率(P值均<0.05)。门诊与住院病人对就诊医院最不满意的11个方面的评价,有较高的一致度(WR=0.8408),但无统计学意义(χ2=16.816,P>0.05)。门诊和住院患者对就诊医院最不满意的方面:居第1位的均为医疗费用高(门诊33.33%,住院42.61%),居第2位的均为设备、环境差(门诊28.26%,住院16.48%);城乡比较、汉族地区农村与少数民族地区农村比较,构成比差异均有统计学意义(P值均<0.05)。结论卫生系统应努力降低患者医疗费用负担,改善就医条件和环境,优化卫生资源配置,提高现有医疗设备的利用率。此外,少数民族地区农村的医疗机构还应进一步改善服务态度,提高技术水平。
Objective To explore ways to improve patients’ satisfaction rate with hospitals. Methods To analyze the problems of the rural residents in rural and ethnic minority areas in Sichuan Province, rural areas and ethnic minority areas who are most dissatisfied with the hospital. Results The outpatient service satisfaction rate was compared: rural areas were higher than cities; rural areas in Han areas were higher than rural areas in ethnic minority areas (P<0.05). The comparison of inpatient service satisfaction rates: There was no statistical difference between urban and rural areas (P>0.05); the rural areas in Han areas were higher than those in ethnic minority areas (P<0.05). In addition, the satisfaction rate of hospitalization services among urban and rural residents in Sichuan Province was lower than that of outpatient services (P<0.05). Outpatients and inpatients had a higher degree of agreement with the 11 most unsatisfactory evaluations of the hospital (WR=0.8408), but there was no statistical significance (χ2=16.816, P>0.05). Outpatients and inpatients were most dissatisfied with the hospitals: the first one was medical expenses (33.33% in outpatients and 42.61% in inpatients), and the second was in equipment and environment (outpatient 28.26%, hospitalization). 16.48%); Comparison of the ratios between the urban and rural areas, the rural areas of the Han nationality and the rural areas of the ethnic minorities were statistically significant (P < 0.05). Conclusion The health system should strive to reduce the burden of patient medical expenses, improve the conditions and environment for medical treatment, optimize the allocation of health resources, and increase the utilization of existing medical equipment. In addition, rural medical institutions in ethnic minority areas should further improve their service attitudes and improve their technological level.