[1]越丽霞)△,陈加军),孙长青).基于患者体验的公立医院住院患者满意模型的构建*[J].郑州大学学报(医学版),2014,(03):331.
 YUE Lixia,CHEN Jiajun,SUN Changqing.Construction of inpatient satisfaction model of public hospital based on patient experience[J].JOURNAL OF ZHENGZHOU UNIVERSITY(MEDICAL SCIENCES),2014,(03):331.
点击复制

基于患者体验的公立医院住院患者满意模型的构建*
分享到:

《郑州大学学报(医学版)》[ISSN:1671-6825/CN:41-1340/R]

卷:
期数:
2014年03期
页码:
331
栏目:
论著
出版日期:
2014-05-20

文章信息/Info

Title:
Construction of inpatient satisfaction model of public hospital based on patient experience
作者:
越丽霞1)△陈加军2孙长青3
1)河南省人民医院外科医学部 郑州 4500032)郑州大学第一附属医院医务处 郑州 4500523)郑州大学公共卫生学院社会医学与卫生事业管理学教研室 郑州 450001
Author(s):
YUE Lixia1CHEN Jiajun2SUN Changqing3
1)Department of Surgical Clinical Medicine,Henan Provincial People's Hospital, Zhengzhou 450003 2)Department of Medical Administration, the First Affiliated Hospital, Zhengzhou University, Zhengzhou 4500523)Department of Social Medicine and Public Health Management, College of Public Health, Zhengzhou University, Zhengzhou 450001
关键词:
患者体验患者满意模型
Keywords:
patient experiencepatient satisfactionmodel
分类号:
R197
摘要:
摘要目的:结合患者体验与美国顾客满意度指数模型,进行我国住院患者满意模型的构建。方法:采用多阶段随机整群的抽样方式,对850名住院患者的就医期望、感知质量、感知价值等指标进行调查;采用SPSS 13.0和AMOS 7.0进行统计分析。结果:住院患者满意模型共包含患者期望、治疗效果、感知质量、感知价值以及患者满意5个变量,其中患者期望对患者满意具有间接的正向作用,总效应为0.15;感知价值对患者满意的直接正向效应为0.31;治疗效果和感知质量对患者满意均有着直接和间接的影响,总效应分别为0.18和0.59。结论:患者的就医经历、体验以及价值认同是满意的主要驱动因素,相对于结果而言,患者在接受医疗服务过程中更希望拥有一个高质量的就医体验。
Abstract:
AbstractAim: To establish inpatient satisfaction model based on the concept of patient experience and AmericanCustomer Satisfaction Index. Methods: Multistage cluster random sampling method was used and 850 inpatients were enrolled to investigate the variables such as patient expectation, perceived quality and perceived value. Data were processed by SPSS 13.0 and AMOS 7.0. Results: The inpatient satisfaction model consisted of 5 structure variables such as patient expectation, therapeutic outcome, perceived quality, perceived value and patient satisfaction. The patient expectation had indirect positive effect on patient satisfaction, and the effect value was 0.15. The direct positive effect value of perceived value on patient satisfaction was 0.31. Therapeutic outcome and perceived quality had both direct and indirect positive effects on patient satisfaction, and the effect values were 0.18 and 0.59 separately. Conclusion: Patient experience and value identification of the whole process of medical treatment are key factors that lead to patient satisfaction. Compared with therapeutic effect, patients prefer to a high quality of treatment experience during medical service process.

参考文献/References:

[1]Lagu T,Hannon NS,Rothberg MB,et al.Patients′ evaluations of health care providers in the era of social networking:an analysis of physicianrating websites[J].J Gen Intern Med,2010,25(9):942 [2]侯佳乐,马进.患者医疗服务满意度研究与应用综述[J].中国卫生资源,2011,14(3):138 [3]常煜博,陈加军,贾晓灿,等.住院患者体验量表条目的筛选[J].郑州大学学报:医学版, 2013,48(3):345 [4]刘金兰.顾客满意度与ACSI[M].天津:天津大学出版社,2006:8 [5]顾海.我国医疗顾客满意度指数模型构建[J].现代经济探讨,2008(4):53 [6]梁燕.中国商业企业顾客满意度模型的构建[J].北京工商大学学报:社会科学版,2010,25(3):63 [7]武文燕.基于ACSI的医院顾客额满意度指数模型的研究与应用[D].太原:山西医科大学,2012. [8]Jatulis DE,Bundek NI,Legorreta AP.Identifying predictors of satisfaction with access to medical care and quality of care[J].Am J Med Qual,1997,12(1):11 [9]Johnsona MD,Naderb G,Fornella C.Expectations, perceived performance, and customer satisfaction for a complex service:the case of bank loans[J].J Economic Psychol,1996,17(2):163

相似文献/References:

[1]贾晓灿),陈加军),常煜博),等.住院患者体验量表的信效度评价*[J].郑州大学学报(医学版),2013,(05):646.
 JIA Xiaocan),CHEN Jiajun),CHANG Yubo),et al.Reliability and validity assessment of inpatient experience questionnaire[J].JOURNAL OF ZHENGZHOU UNIVERSITY(MEDICAL SCIENCES),2013,(03):646.

备注/Memo

备注/Memo:
*河南省医学科技攻关计划项目20120362 *河南省医学科技攻关计划项目20120362
更新日期/Last Update: 1900-01-01