摘要
目的:评价某综合性三甲医院高端医疗服务门诊患者忠诚度及其影响因素。方法:针对2017年7月至2018年6月期间在某综合性三甲医院国际医疗部就诊的3 196名门诊患者,利用自行设计的忠诚度调查问卷(Cronbach’s α系数为0.893),委托第三方机构进行调查,收集有效问卷1 883份。采用χ~2检验和后退法logistic逐步回归模型对患者忠诚度的影响因素进行分析。结果:高端医疗服务门诊患者忠诚度为95.8%,门诊服务各环节的满意度均在94%以上。调整性别、年龄等因素后,保护因素为诊疗效果(OR=5.45,P<0.001)、责任护士服务水平(OR=3.91,P=0.044)、医生沟通解释(OR=2.95,P=0.046)、便民服务(OR=3.04,P=0.038)和近3个月就诊次数(OR=2.11,P=0.008)。结论:某综合性三甲医院高端医疗服务门诊患者的忠诚度较高,显著的诊疗效果、责任护士良好的服务、医生良好的沟通解释、超预期的便民服务及多次就诊与门诊患者高忠诚度相关。
Objective:To evaluate the loyalty and its influential factors for outpatients with high-end medical services in a comprehensive grade-A tertiary hospital.Methods:A total of 3 196 outpatients from July 2017 to June 2018,who visited the International Medical Department of a comprehensive grade A tertiary hospital,were investigated by a self-designed loyalty questionnaire.The Cronbach’s alpha coefficient was 0.893.A third-party organization conducted the survey and 1 883 valid questionnaires were collected.Chi-square test and logistic stepwise regression model was used to analyze the influential factors for patients’ loyalty.Results:The loyalty of outpatients with high-end medical services was 95.8%,and the satisfaction of all aspects of outpatient service was more than 94%.After adjusting for sex,age,the protective factors were diagnostic and therapeutic effect (OR=5.45,P<0.001),service level of nurses (OR=3.91,P=0.044),doctors’ skills of communication and explanation (OR=2.95,P=0.046),degree of convenience (OR=3.04,P=0.038) and visits in recent three months (OR=2.11,P=0.008).Conclusion:The loyalty of outpatients with high-end medical services in a comprehensive grade A tertiary hospital is relatively high.Significant diagnostic and therapeutic effect,good service of nurses,good skills of communication and explanation,convenience and multiple visits are related to high loyalty.
作者
张伟
倪平
王锦泓
邓峥
张洁
ZHANG Wei;NI Ping;WANG Jinhong;DENG Zheng;ZHANG Jie(Hospital Comprehensive Evaluation Center,Xiangya Hospital,Central South University,Changsha 410008;Hospital Administration Institute,Central South University,Changsha 410078;Integrated Department,Hunan Chest Hospital,Changsha 410013,China)
出处
《中南大学学报（医学版）》
CAS
CSCD
北大核心
2019年第12期1406-1412,共7页
Journal of Central South University ：Medical Science
基金
中南大学湘雅医院管理研究基金(2017GL18)~~
关键词
高端医疗服务
忠诚度
第三方机构
门诊服务
high-end medical services
loyalty
third-party organization
outpatient service
