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中华肺部疾病杂志(电子版)

中华肺部疾病杂志(电子版) ›› 2017, Vol. 10 ›› Issue (05) : 629 -633. doi: 10.3877/cma.j.issn.1674-6902.2017.05.037

所属专题： 文献；

医院管理

门诊患者满意度调查及临床助手对提高满意度效果的分析
王涛1, 杨丽1, 廖忠莉1, 程姮1, 张艳2, 郭红1,†()   
  1. 1. 400037　重庆，第三军大学新桥医院消化内科
    2. 400030　重庆，重庆市肿瘤医院肿瘤防治办公室
  • 收稿日期:2017-08-23 出版日期:2017-10-20
  • 通信作者: 郭红
  • 基金资助:
    第三军医大学第二临床医学院课题基金资助(2014YLC14)

Analysis of the clinical assistants in improving outpatients′satisfaction

Tao Wang1, Li Yang1, Zhongli Liao1, Heng Cheng1, Yan Zhang2, Hong Guo1,†()   

  1. 1. Department of Gastroenterology, Xinqiao Hospital, Third Military Medical University, Chongqing 400037, China
    2. Cancer Prevention and Control Office, Chongqing Cancer Hospital, Chongqing 400030, China
  • Received:2017-08-23 Published:2017-10-20
  • Corresponding author: Hong Guo
  • About author:
    Corresponding author: Guo Hong, Email:
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引用本文：

王涛, 杨丽, 廖忠莉, 程姮, 张艳, 郭红. 门诊患者满意度调查及临床助手对提高满意度效果的分析[J]. 中华肺部疾病杂志(电子版), 2017, 10(05): 629-633.

Tao Wang, Li Yang, Zhongli Liao, Heng Cheng, Yan Zhang, Hong Guo. Analysis of the clinical assistants in improving outpatients′satisfaction[J]. Chinese Journal of Lung Diseases(Electronic Edition), 2017, 10(05): 629-633.

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。

关键词: 医患关系, 门诊满意度, 临床助手
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 (P>0.05). 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 (P<0.05). Civil servants had lower satisfaction than did patients with other occupations (P<0.05). 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.

Key words: doctor-patient relationship, outpatient satisfaction, clinical assistant
表1 门诊患者满意度调查表
问　题 满意度
首次检诊患者 回答(是/否)
? 1.是否一人一诊室 是/否
? 2.您在就诊是否受到打扰 是/否
? 3.医师询问病史是否详细 是/否
? 4.时间是否充足 是/否
复诊患者 回答(是/否)
? 5.医师态度是否满意 是/否
? 6.医师用语是否清晰易懂 是/否
? 7.是否有机会提问 是/否
? 8.医师解答疑问是否满意 是/否
表2 两组患者社会人口学特征比较
患者一般信息 无临床助手组 有临床助手组 P值
例数 构成比(%) 例数 构成比(%)
年龄 ? ? ? ? ?
? <30岁 50 14.3 33 9.3 0.356
? 30～39岁 41 11.7 40 11.4 ?
? 40～49岁 102 29.1 114 29.0 ?
? 50～59岁 85 24.3 91 25.9 ?
? ≥60岁 72 20.6 74 21.0 ?
性别 ? ? ? ? ?
? 男性 170 48.6 171 48.6 0.529
? 女性 180 51.4 181 51.4 ?
文化程度 ? ? ? ? ?
? 初中以下 88 25.1 90 25.6 0.880
? 中学 192 54.9 187 53.1 ?
? 大学及以上 70 20 75 21.3 ?
职业 ? ? ? ? ?
? 体力劳动者 274 78.3 267 75.9 0.471
? 职员 62 17.7 74 21.0 ?
? 其他 14 4.0 11 3.1 ?
地区 ? ? ? ? ?
? 重庆地区 255 72.9 267 75.9 0.388
? 非重庆地区 95 27.1 85 24.1 ?
诊断 ? ? ? ? ?
? 胃食管反流病 36 10.3 39 11.1 0.827
? 慢性胃炎 110 31.4 116 33.0 ?
? 消化性溃疡 27 7.7 28 7.9 ?
? 肝胆胰疾病 34 9.7 38 10.8 0.827
? 消化系统肿瘤 28 8.0 32 9.1 ?
? 功能性胃肠病 60 17.1 58 16.5 ?
? 其他疾病 55 15.7 41 11.6 ?
图1 两组患者满意度情况；注*：有统计学差异(P<0.05)
表3 两组患者不同特征人群满意度(±s)情况
患者一般信息 无临床助手组(n＝350) 有临床助手组(n＝352) P值
总体满意度 4.8±1.8 5.7±1.5 0.000
性别 ? ? ?
? 男性 4.8±1.9 5.7±1.4 0.000
? 女性 4.9±1.7 5.6±1.5 0.000
? P值 0.573 0.371 ?
年龄 ? ? ?
? <30岁 4.2±1.9 5.1±1.5 0.031
? 30～39岁 4.0±1.7 5.3±1.4 0.000
? 40～49岁 5.0±1.7 5.7±1.3 0.001
? 50～59岁 5.0±1.6 5.6±1.6 0.005
? ≥60岁 5.4±1.7 6.0±1.5 0.014
? P值 0.000 0.009 ?
文化程度 ? ? ?
? 初中以下 5.2±1.7 6.0±1.4 0.000
? 中学 5.0±1.7 5.8±1.5 0.000
? 大学及以上 4.0±1.8 5.2±1.3 0.000
? P值 0.000 0.000 ?
职业 ? ? ?
? 体力劳动者 5.2±1.6 5.8±1.5 0.000
? 文职人员 3.1±1.2 5.2±1.2 0.000
? 其他 5.9±1.2 5.5±1.9 0.620
? P值 0.000 0.018 ?
地区 ? ? ?
? 重庆地区 5.0±1.7 5.7±1.5 0.000
? 非重庆地区 4.4±1.8 5.6±1.3 0.000
? P值 0.004 0.525 ?
诊断 ? ? ?
? 胃食管反流病 5.5±1.6 5.7±1.2 0.508
? 慢性胃炎 5.1±1.6 6.1±1.2 0.000
? 消化性溃疡 4.7±2.1 5.8±1.4 0.025
? 肝胆胰疾病 5.0±1.8 5.9±1.2 0.012
? 消化道肿瘤 5.1±1.5 6.2±1.1 0.003
? 功能性胃肠病 3.5±1.5 4.1±1.2 0.056
? 其他疾病 5.2±1.7 6.0±1.5 0.010
? P值 0.000 0.000 ?
表4 两组患者各阶段所花费的时间(min)
时间阶段 无临床助手组 有临床助手组 P值
最小值～最大值 (±s) 最小值～最大值 (±s)
候诊时间 10～360 115.9±71.9 20～360 118.2±77.0 0.687
首次检诊时间 1～6 2.5±1.1 1～7 2.4±1.0 0.078
复诊时间 1～6 2.6±1.1 1～7 2.4±1.1 0.154
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