| Background:Patient satisfaction plays an important role in measuring hospital treatment levels and quality of service,and promoting medical work improvement.In recent years,with the gradual development of society and the continuous improvement of medical insurance policies,people's demand for medical and health services has changed from"treatment-centered" to "patient-centered".For hospitals,the hospital's service level It is the soul of the hospital to create competitiveness and attraction.With the gradual improvement of the medical security system,the disposable income of residents has been increasing,and the scope of business of medical institutions has also been expanding.At the same time,medical institutions have also increased significantly,and competition in hospitals has become increasingly fierce.Therefore,the service level of the hospital is not only a prerequisite for the hospital to win the market,but also an important asset for displaying the image of the hospital.It is also an important way for the hospital to establish a good reputation.The key and important factor in evaluating the quality of hospital services is patients.By collecting,measuring and analyzing patient satisfaction with hospitals,it is of positive significance to improve and improve the quality of hospital medical services and establish a good relationship between patients and hospitals.Research purposes:Taking six county-level public hospitals in Shandong Province as the survey object,the inpatient patients' satisfaction with the quality of medical services was analyzed,so that suggestions for improvement were put forward in a targeted manner to improve the quality of medical services of the county-level public hospitals in our province.Research method:According to the order of high,medium and low economic development level of county-level cities in Shandong Province,three county-level cities of Qingzhou,Linyi and Zoucheng were selected,and county hospitals and county hospitals were included in each county.Six hospitals were included in the survey,and 100 hospitalized patients were surveyed in each hospital by means of proportional sampling.In this study,the HCAHPS Scale was used to investigate the patient satisfaction of the county hospitals in Shandong Province by telephone.The data analysis was performed using Excel and SPSS21.0 software.The specific methods included:descriptive analysis,analysis of general information of hospitalized patients,hospitalization.The current status of patient satisfaction;the count data were described by composition ratio and rate,and the chi-square test was performed between groups;the measurement data were described by mean and standard deviation,and the sum-test was used for comparison between groups.Influential factors were analyzed using ordered regression and two-class logistic regression analysis.The test level was set to a=0.05,and all the analysis results were identified as P<0.05.The difference between the data was statistically significant.Research result:(1)Among the hospitals surveyed,each of the general hospital and the Traditional Chinese Medicine hospital accounted for 50%;the total number of inpatient patients in this survey are 600.The number of patients in Linyi County Hospital,in Linyi Traditional Chinese Medicine Hospital,Zoucheng County Hospital,Zoucheng Traditional Chinese Medicine Hospital,Qingzhou City Hospital and Qongzhou Traditional Chinese Medicine Hospital was 100,with a composition ratio of 16.7%.The survey samples have covered all clinical inpatient departments of the hospital,and the sample size of each department has exceeded the minimum standard of statistical analysis.The proportion of patients from secondary hospitals was 66.70%,more than those from tertiary hospitals;male patients accounted for 53.50%;the subjects were all older than 18 years old,with an average age of 57 years,and those under 57 years old account for 47.33%,52.67%of the patients are more than 57 years old;96.3%of the patients are already married;from the perspective of the degree of education of the patients,the number of patients with junior high school education and below(75.83%)is higher than that ofj unior high school or above(24.17%);from the employment situation of the patients,the number of patients who are unemployed patients(51.5%)is more than the number of patients who are practitioners(31.3%)and retirees(17.2%);as for the type of medical insurance of patients,the number of patients whose medical insurance is Urban and Rural Residence Basic Medical Insurance(72.83%)is more than the number of those whose medical insurance is Urban Employee Basic Medical Insurance(21.00%)and those who are uninsured(6.20%).(2)The survey included the contents of 8 measurement dimensions:nurse-patient communication,doctor-patient communication,hospital environment,staff responsiveness,new drug communication,pain management,recommendation intention,hospital general evaluation,and discharge guidance.Patient satisfaction of county-level public hospitals is low of the overall evaluation of hospital services,and 72.50%of inpatients were satisfied with the services they received.Patient self-assessment is positively correlated with patient satisfaction with hospital services.Among the patient satisfaction results in each dimension,the patient satisfaction dimension,the doctor-patient communication dimension,and the staff responsedimension were higher than the overall patient satisfaction,while the patient satisfaction of the hospital environment,pain management,new drug communication,and discharge guidance was lower than the overall patient satisfaction,especially in the new drug communication dimension,patients have the lowest satisfaction.(3)Comparing the patient satisfaction of general county-level hospitals and traditional Chinese medicine hospitals,patients' overall evaluation of general hospitals is higher than that of traditionalChinese medicine hospitals.As for the dimension of hospital environment and staff responsiveness,the rate of patient satisfaction in general county-level hospitals is higher than that of traditional Chinese medicine hospital.As for the dimension of nursing communication,the dimension of doctor-patient communication,the pain management dimension and the post-discharge guidance dimension,the rate of patient satisfaction in traditional Chinese medicine hospitals is higher than that of general county-level hospital.(4)Through the analysis of factors affecting patient satisfaction,the results show that the economic development level of the hospital,the type of hospital for medical treatment,the employment status of patients and the medical insurance status are all influential factors of hospitalized patients' satisfaction with hospital services.Analysis conclusion:To explore the status quo of inpatient satisfaction in county hospitals and to find out the dimensions and populations with low hospitalization satisfaction,which has a positive effect on improving the service quality of county hospitals.Patients of different types of hospitals,patients with different characteristics have different satisfactions with different measurement dimensions.Therefore,as a medical service provider,we should take targeted measures according to the needs of different patients,enrich the services that improve the lower dimension of patient satisfaction,and enhance the satisfaction of patients with different characteristics,such as strengthening patient communication and accelerating medical care.We will ensure the integration process,strengthen the basic facilities of county hospitals,strengthen drug communication and pain management,and strengthen patient discharge guidance,so as to improve the overall satisfaction of patients with hospitals,thereby improving the service quality of county-level public hospitals in China. |
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