摘要
目的探讨门诊患者满意度及评价临床助手在提高门诊患者满意度中的作用。方法选择第三军医大学新桥医院门诊患者702例作为研究对象,分为有临床助手组352例和无临床助手组350例。参考文献报道资料制定满意度调查表,由统一培训的医护人员收集相关信息。采用SPSS23.0软件进行数据管理和分析。结果两组患者一般情况无显著性差异(P>0.05);无临床助手组患者对以下几个问题回答满意率较低:是否受打扰170例(48.6%),一人一诊室200例(57.1%),时间充足184例(52.6%),有机会提问201例(57.4%),解答疑问是否满意192例(54.9%);青中年、从事文职工作人员、功能性胃肠病以及相对高学历的患者与对应特征人群相比满意度更低(P<0.05);有临床助手组患者满意度明显高于无临床助手组(P<0.001)。结论门诊患者总体满意度有待改善,为门诊医师配备临床助手是切实可行的,并且可以很大程度的提高患者满意度,不同特征人群满意度及其提高效果存在差异。
Objective To explore the role of clinical assistants in improving the satisfaction of outpatients and analyze the factors influencing the outpatients＇ satisfaction. Methods Two groups of outpatients in a tertiary hospital in China were incorporated： with clinical assistant 352 patients and without clinical assistant 350 patients. The satisfaction of the two groups was investigated by questionnaire which was designed refer to previous studies,and the relevant information were collected by the trained health care workers.SPSS23.0 was used for data management and analysis. Results There was no statistically significance of patients＇ characteristics between the two groups（ P0.05）. The patients in the group without clinical assistants had a low satisfaction in the following areas： whether been disturbed（ 170 cases,48. 6%）,one person one clinic（ 200 cases,57. 1%）,sufficient time（ 184 cases,52. 6%）,opportunity to ask question（ 201 cases,57.4%）,satisfied with the answer of doctor（ 192 cases,54. 9%）. The young and middle-aged patients had lower satisfaction than the elders（ P0. 05）. Civil servants had lower satisfaction than did patients with other occupations（ P0. 05）. Patients with a higher education level tended to be more dissatisfied with outpatient services（ P〈0. 05）. Patients with FGIDS had a lower satisfaction than did other patients（ P〈0. 05）. We observed that there was a significant improvement of satisfaction with the clinical assistants＇ work（ P〈0.001）.Conclusions This study found that the current outpatient satisfaction needs further improvement. Implementing a trained assistant for a physician is practicable and can increase the satisfaction of outpatients. The patients＇ satisfaction had a difference between different sociodemographic characteristics.
出处
《中华肺部疾病杂志（电子版）》
CAS
2017年第5期629-633,共5页
Chinese Journal of Lung Diseases(Electronic Edition)
基金
第三军医大学第二临床医学院课题基金资助(2014YLC14)
关键词
医患关系
门诊满意度
临床助手
doctor-patient relationship
outpatient satisfaction
clinical assistant
