CAJ | 학술논문

目的：通过对某大型公立医院11个月住院患者就医体验连续监测，探讨影响患者就医体验的相关因素，以发现服务质量缺陷，持续改进医院管理水平。方法：2013年4月-2014年3月，每月随机抽查各个科室住院患者，采用自行设计的住院患者就医体验满意度调查问卷进行调查，探讨影响其就医体验的相关因素。结果：发放问卷6480份，收回有效问卷6040份，有效回收率96.8%。7个条目非常满意率高于90%，6个条目非常满意率低于80%；12个条目显著影响患者就医体验满意度。直接影响患者就医体验因素涉及医疗效果、护理情况、沟通情况、医疗环境和后勤服务等多个方面。结论：主动与患者沟通，增加医患间的理解度与信任感；加强服务过程的质量管理，不断完善监督机制；畅通投诉渠道，确保投诉处理及时有效；提高后勤服务意识，不断优化就医环境。
목적：통과대모대형공립의원11개월주원환자취의체험련속감측，탐토영향환자취의체험적상관인소，이발현복무질량결함，지속개진의원관리수평。방법：2013년4월-2014년3월，매월수궤추사각개과실주원환자，채용자행설계적주원환자취의체험만의도조사문권진행조사，탐토영향기취의체험적상관인소。결과：발방문권6480빈，수회유효문권6040빈，유효회수솔96.8%。7개조목비상만의솔고우90%，6개조목비상만의솔저우80%；12개조목현저영향환자취의체험만의도。직접영향환자취의체험인소섭급의료효과、호리정황、구통정황、의료배경화후근복무등다개방면。결론：주동여환자구통，증가의환간적리해도여신임감；가강복무과정적질량관리，불단완선감독궤제；창통투소거도，학보투소처리급시유효；제고후근복무의식，불단우화취의배경。
Objectives:To analyze influence factors of patient’s experiences on seeking medical service, find out medical quality defects and continuous improvement hospital management by continuously monitoring hospitalized patients for 11 months in a large hospital. Methods:Hospitalizations patient in different departments during Apr 2013 to Mar 2014 were randomly selected to have a questionnaire about treatment experiences. Influence factors on treatment experiences were analyzes. Results:6040 validated questionnaires were received and the response rate is 96.8%. There were 7 questions got above 90%very satisfaction rate while 6 questions below 80%. And there were 12 factors significantly influenced patient satisfaction. Factors directly influenced patient satisfaction includes medical effect, nursing service, medical environment and logistic service. Conclusions:Actively communicating with patient, strengthening process quality management, improving inspection mechanism, opening complain channel, promoting logistic service and optimizing medical environment can effectively improve patient satisfaction.