医院管理论坛
醫院管理論罈
의원관이론단
HOSPITAL MANAGEMENT FORUM
2014年
8期
15-17
,共3页
医院管理%患者忠诚度%影响因素
醫院管理%患者忠誠度%影響因素
의원관리%환자충성도%영향인소
Hospital management%Patient loyalty%Influencing factors
目的探讨影响三级综合性医院门诊患者忠诚度的因素，为提高患者忠诚度，完善医院服务体系提供决策依据。方法采用横断面调查法，在某三级医院门诊对2013年5月的诊疗患者或陪护人员随机发放调查问卷，完成有效问卷146份。结果按5分级Likert标度法进行分析，该医院门诊调查对象的满意度为74%，忠诚度为78%。结论患者忠诚度与环境设施、流程等待、医生服务、医技服务、服务结果、距离费用等因素有关。
目的探討影響三級綜閤性醫院門診患者忠誠度的因素，為提高患者忠誠度，完善醫院服務體繫提供決策依據。方法採用橫斷麵調查法，在某三級醫院門診對2013年5月的診療患者或陪護人員隨機髮放調查問捲，完成有效問捲146份。結果按5分級Likert標度法進行分析，該醫院門診調查對象的滿意度為74%，忠誠度為78%。結論患者忠誠度與環境設施、流程等待、醫生服務、醫技服務、服務結果、距離費用等因素有關。
목적탐토영향삼급종합성의원문진환자충성도적인소，위제고환자충성도，완선의원복무체계제공결책의거。방법채용횡단면조사법，재모삼급의원문진대2013년5월적진료환자혹배호인원수궤발방조사문권，완성유효문권146빈。결과안5분급Likert표도법진행분석，해의원문진조사대상적만의도위74%，충성도위78%。결론환자충성도여배경설시、류정등대、의생복무、의기복무、복무결과、거리비용등인소유관。
Objective To investigate factors affecting outpatients loyalty to the tertiary general hospital so as to provide evidence for decision-making aimed to improve the patent loyalty and hospital service system. Methods A cross-sectional survey in the outpatient clinic of a tertiary hospital was conducted among randomly-chosen patients or accompanying persons in May 2013, and in total 146 valid questionnaires were completed. Result 5 graded Likert scale method was used to analyze the hospital outpatient satisfaction and it was found that 74%of the participants were satisfied with the hospital service and the loyalty rate is 78%. Conclusion Patient loyalty is associated with environmental facilities, waiting time, physician services, medical technology services, service results, cost and distance between hospital and home.
