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目的调查某三级甲等医院患者满意度及患者忠诚度情况,探讨影响患者忠诚度的主要因素,为进一步改善医患关系,提高医疗服务质量,保持并提高患者忠诚度,增强三级甲等医院竞争实力,促进医院可持续发展提供参考依据。方法采用横断面调查法,在某三级甲等医院病区随机抽取10个科室,向2009年11月-2010年1月之间的住院患者或其陪护人员随机发放自行设计的调查问卷,由经过统一培训的调查人员进行面对面调查,共完成有效问卷900份。结果调查对象对医院提供的医疗服务各项满意度均大于90.0%;对医院忠诚的占74.5%,可争取的潜在忠诚患者占24.4%。结论患者忠诚度与患者满意度、医疗水平和服务质量、医院品牌效应、交通便捷性、医患人际关系、投诉渠道通畅性等因素有关。
Objective To investigate the degree of patient satisfaction and patient loyalty in a tertiary hospital and to explore the main factors influencing patient loyalty. To further improve doctor-patient relationship, improve the quality of medical service, maintain and increase patient loyalty, Hospital competitive strength and promote the sustainable development of hospitals provide a reference. Methods By cross-sectional survey, 10 departments were randomly selected in the ward of a Grade-A hospital, and self-designed questionnaires were randomly assigned to inpatients or their relatives from November 2009 to January 2010. After a unified training of investigators face-to-face investigation, completed a total of 900 valid questionnaires. Results All respondents were more than 90.0% satisfied with the medical services provided by hospitals, 74.5% were loyal to hospitals and 24.4% were potential loyal patients. Conclusion Patient loyalty is related to patient satisfaction, medical quality and service quality, hospital brand effect, convenience of transportation, interpersonal relationship between doctors and patients, unobstructed complaint channels and so on.