作　　者： ;

机构地区： 南方医科大学

出　　处： 《重庆医学》 2019年第8期1312-1314,1318,共4页

摘　　要： 目的了解CT、MRI检查中等待时间、服务时间和患者满意度之间的关系及影响因素,为医方提高患者就医满意度提供参考。方法采用现场实地走访调查和线上问卷调查的方法展开调查,利用SPSS20.0软件对数据进行统计分析。结果共回收有效问卷303份,问卷有效回收率为98.38%。不同性别、不同医院级别的患者对候诊时间可接受性的差异无统计学意义(P=0.37、0.23)。候诊时间可接受性、服务时间满意度和就诊总满意度两两之间呈正相关(r范围为0.35～0.66)。候诊环境、检查前所获信息的有用性、检查后所获信息的有用性、负责自己检查的医务人员的信息、治疗方案的参与性、医生对患者的尊重共情、护士对患者的尊重共情、检查环境、陪同者被对待方式、与医务人员共处的时间10个因素均与候诊时间可接受性、服务时间满意度、就诊总满意度呈正相关(r范围为0.12～0.65)。结论候诊时间可接受性、服务时间满意度和就诊总满意度两两之间呈正相关,且三者受诸多因素影响。 Objective To know the associations and influencing factors between waiting time,service times and patient satisfaction in CT and MRI examination,and provides a reference to hospital to improve the acceptability of the patient′s medical satisfaction.Methods Field investigation and online questionnaire survey were adopted.Date were analyzed by SPSS20.0 software.Results A total of 303 valid questionnaires were collected,and the effective recovery rate was 98.38%.There was no statistically significant difference in the acceptability of waiting time between patients of different genders and different hospital levels(P=0.37 and 0.23,respectively).The acceptability of waiting time,satisfaction of service time and patient satisfaction were positively correlated with each other(r ranges from 0.35 to 0.66).Ten factors were positively correlated with the acceptability of waiting time,satisfaction of service time and patient satisfaction(r range from 0.12 to 0.65).That 10 factors included the waiting environment,the usefulness of the information obtained before and after the examination,the information of the medical staff responsible for the examination,the participation of the treatment plan,the empathy and respect doctors showed,the empathy and respect nurses showed,environment of examination,the manner escort was treated and the time spent with the medical staff.Conclusion The acceptability of waiting time,satisfaction of service time and patient satisfaction is positively correlated with each other,and they are affected by many factors.

关 键 词： 等待时间 服务时间 病人满意度

领　　域： []