基于校正满意度的住院患者体验异质性分析与精准干预路径OA

Objective Quantitative analysis was conducted to identify the characteristics of patient satisfaction in the First Affiliated Hospital of Chongqing Medical University,with a focus on studying the differential impact of core medical services and non-medical support services on patient satisfaction,as well as the heterogeneity among different departments.This study aims to provide evidence-based support for the precise improvement of inpatient service quality.Methods A cross-sectional survey design was adopted,relying on the satisfaction-specific database of the official WeChat public account of the First Affiliated Hospital of Chongqing Medical University,covering all 31 clinical departments.Based on the national health commission's inpatient satisfaction questionnaire,additional items such as medical technical department services,privacy protection,and safety guarantee were added to construct an assessment system consisting of 5 dimensions and 23 items.An innovative corrected satisfaction model was established,and the service quality gap model was introduced as the theoretical framework.Non-medical support service dimensions and non-medical core items(a total of 6 items)were excluded,and the satisfaction scores were recalculated based on only 17 medical core service items.Results A total of 4 764 valid questionnaires were collected.The original inpatient satisfaction score was 97.56,and the corrected score was 97.92.There were significant differences in scores among different departments,with the maximum difference exceeding 5 points(99.44 points for the nuclear medicine department vs.94.13 points for thoracic and cardiovascular surgery).The adjusted satisfaction score of the thoracic and cardiovascu-lar surgery department(95.25 points)was 1.12 points higher than the original score(95.85 points),while the adjusted satis-faction score of the cardiovascular internal medicine department(95.80 points)was lower than the original score(95.85 points).In the open-ended comments,55.56%focused on non-medical support services(including infrastructure defects accounting for 28.89%and dietary services accounting for 15.56%),which was higher than the attention paid to medical core services(20.00%).The questionnaire completion rate of departments with low satisfaction was generally low.After sensitivity analysis and weight adjustment,the research conclusion remained robust.Conclusion The adjusted satisfaction model ef-fectively reveals significant departmental differences and the non-medical service gap that is masked by the high total score.To improve patient experience from general satisfaction to comprehensive quality,it is recommended to take targeted measures in the context of China's public hospital reform,including strengthening clinical core services,optimizing support systems,and establishing real-time feedback mechanisms in a three-level strategy.