深圳市某三级公立医院皮肤科门诊患者满意度调查及影响因素分析OA
Analysis of influencing factors on patient satisfaction in the dermatology outpatient depart-ment of a tertiary public hospital
目的 分析某三级公立医院皮肤科门诊患者就医体验满意度及影响因素,提高皮肤科医生对患者需求的理解,提升皮肤科医疗服务的整体质量.方法 2024年6月至9月基于短信方式向深圳大学附属华南医院皮肤科门诊就诊患者推送门诊满意度调查问卷,收集问卷,分析患者对医疗服务的满意度及影响因素.结果 共收集有效问卷762份,统计门诊总体满意率为87.53％.在医院总体印象方面,感染类疾病患者满意率最高(88.72％),损容类疾病患者满意率最低(82.08％).在医护诊疗/态度方面,炎症类疾病、急性病程患者满意率分别较感染类疾病、慢性病程患者偏低,儿童患者满意率较老年患者偏低,青年患者较中年患者偏低(P＜0.05);在流程/排队方面,手术类疾病、损容类疾病满意率较感染类疾病偏低(P＜0.05),青年患者满意率较中年患者偏低(P＜0.05);在医保收费方面,手术类疾病患者满意率较感染类疾病患者偏低(P＜0.05).在医院基础设施/服务方面,损容类疾病、慢性病程及老年患者满意率分别较感染类疾病、急性病程及青年患者偏低(P＜0.05).结论 医院皮肤科门诊患者不同维度的满意率受年龄、病程及不同疾病种类的影响.在医护诊疗/态度、流程/排队、医保收费、医院基础设施/服务方面仍有待改善.
Objective To analyze outpatient experience satisfaction and its influencing factors among dermatology patients at a tertiary public hospital,and to improve dermatologists' under-standing of patients' needs while enhancing the overall quality of medical services in dermatology.Methods From June to September 2024,an outpatient satisfaction questionnaire was distributed via SMS to patients on the day of their visit to the dermatology clinic of Shenzhen University Affili-ated South China Hospital.The patients' satisfaction with medical services and its determinants were analyzed.Results A total of 762 valid questionnaires were collected.The overall satisfaction rate was 87.53％.Regarding overall impression of the hospital,patients with infectious diseases reported the highest satisfaction rate(88.72％),while patients with disfigurement-related disea-ses reported the lowest(82.08％).In terms of medical care and treatment attitude,the satisfac-tion rate of patients with inflammatory diseases and acute conditions was lower than that of patients with infectious diseases and chronic conditions.Additionally,the satisfaction rate of pediatric pa-tients was lower than that of elderly patients,and the satisfaction rate of young patients was lower than that of middle-aged patients(P＜0.05).Regarding process and queuing,the satisfaction rate for patients with surgical and disfigurement-related diseases was lower than that for patients with infectious diseases(P＜0.05),and young patients reported lower satisfaction compared to middle-aged patients(P＜0.05).In terms of medical insurance fees,the satisfaction rate among patients with surgical conditions was lower than that of patients with infectious diseases(P＜0.05).Regarding hospital infrastructure and services,patients with disfigurement-related disea-ses,chronic conditions,and elderly patients had lower satisfaction rates compared to those with infectious diseases,acute conditions,and young patients(P＜0.05).Conclusions The satisfac-tion of dermatology outpatients across various dimensions was influenced by age,clinical duration,and disease type.Further enhancements are needed in the domains of medical care/attitude,process/queuing,medical insurance/charges,and hospital infrastructure/services.
高琰;彭靖;程雪;邢荣贵;邹先彪
深圳大学附属华南医院,广东 深圳 518111深圳大学附属华南医院,广东 深圳 518111深圳大学附属华南医院,广东 深圳 518111深圳大学附属华南医院,广东 深圳 518111深圳大学附属华南医院,广东 深圳 518111
满意度调查,医保收费就诊流程皮肤科门诊
satisfaction survey,medical insurance feesmedical consultation processout-patient dermatology
《皮肤性病诊疗学杂志》 2026 (2)
117-122,6
深圳市基础研究专项面上项目(JCYJ20240813144009013)
评论