论文部分内容阅读
目的通过住院病人体验和满意监测数据分析,探讨病人性别对医疗服务的期望和满意,以及对评价医疗服务质量的影响,为针对病人特点提供以患者为中心的医院服务提供科学的依据。方法北京的三所医院采用病人满意度监测工具VPSM对住院病人进行邮寄调查,对总体服务指数、各服务阶段质量指数,以及各监测项目进行病人性别间比较分析和统计检验。结果性别间的总体质量指数差异无显著性。各阶段质量指数中,男女病人的可及性和入院服务指数分别为2.98和2.72(p<0.05);男女病人的物理环境指数分别为2.86和2.49(p<0.01)。某些特定监测项目男病人的体验评价高于女病人。结论住院男女病人之间对住院服务体验和满意在总体上和大多数技术性服务方面是相同的,但女病人对人际服务质量和非医学服务,特别是入院服务和物理环境有较高期望。病人对服务体验和质量评价上的性别差别,提示特定病人具有的特定服务期望和需要,应有针对性地满足他们的需要,最大化地实现病人期望,不断提高医院整体服务水平。
Objective To analyze the inpatient experience and satisfaction monitoring data, to explore the patient’s expectation and satisfaction with the medical services and the impact on the evaluation of the quality of medical services, and to provide a scientific basis for patient-centered hospital services. Methods Three hospitals in Beijing used the patient satisfaction monitoring tool VPSM to conduct postal surveys on inpatients. The overall service index, quality index of each service stage, and each monitoring item were compared and statistically examined. Results There was no significant difference in the overall quality index between genders. In the quality index of each stage, the accessibility index and admission service index of male and female patients were 2.98 and 2.72 (p<0.05), and the physical environment index of male and female patients was 2.86 and 2.49 (p<0.01). The experience evaluation of male patients in certain specific monitoring programs is higher than female patients. Conclusion The hospitalization service and satisfaction between hospitalized male and female patients is the same as that of most technical services. However, female patients have higher expectations for interpersonal service quality and non-medical services, especially hospital admission services and the physical environment. Patients’ gender differences in service experience and quality evaluations indicate the specific service expectations and needs of specific patients. They should meet their needs in a targeted way, maximize patient expectations, and continuously improve the overall service level of the hospital.