摘要
目的研究门诊患者满意度对忠诚度的影响,分析影响忠诚度的满意度条目,为医院针对性培养患者忠诚提供依据。方法选取北京市属医院患者满意度调查数据库中2013年全年门诊调查数据7999例进行统计描述和Logistic回归分析。结果北京市属医院患者忠诚度为87.86%;满意度有9个条目影响忠诚度,其中影响程度较高的是医德医风(OR=2.399)、诊疗水平(OR=1.378)和沟通交流(OR=1.267)。结论为提升患者对医院的忠诚度,医院应重点加强医德医风建设,提高医院整体的诊疗水平和医务人员与患者的沟通能力。
Objective To investigate the effect of patient satisfaction on loyalty in outpatient clinics, analyze the items of satisfaction that influence loyalty and provide evidences of cultivating patient loyalty to hospitals. Methods In total of 7999 cases of clinical survey in 2013 from patient satisfaction survey of Beijing municipal hospitals database were included in our study and analyzed with statistical interpretation and logistic regression. Results The loyalty rate of patients from Beijing municipal hospitals reached 87.86%; nine items of satisfaction influenced loyalty, among which medical ethics （OR=2.399）, diagnosis and treatment level （OR=1.378） and communication （OR=1.267） were the most influential factors. Conclusion In order to improve patients＇ loyalty to hospitals, the establishment of medical ethics should be enhanced, and the general diagnosis and treatment level and communication capacity of medical personnel should be improved.
出处
《医院管理论坛》
2015年第11期18-20,11,共4页
Hospital Management Forum
关键词
医院
病人满意度
忠诚
Hospital
Patient＇ satisfaction,Loyalty
