本文選題：住院患者 + 滿意度�。� 參考：《中南大學》2010年碩士論文

【摘要】： 目的：探討長沙市某醫(yī)院老年住院患者滿意度及其影響因素；探討長沙市某醫(yī)院老年住院患者心理需求及其影響因素；為某醫(yī)院醫(yī)療服務質量管理提供參考依據(jù)。 方法：本研究采用單純隨機抽樣方法從2009年5月至7月長沙市某三級醫(yī)院25個科室中隨機抽取呼吸內科、骨外科、老干科、婦產(chǎn)科和傳染科二科等9個科室的老年住院患者為研究對象。本研究采用滿意度量表與心理需求量表對788名老年住院患者滿意度和心理需求及其影響因素進行了調查評定。 結果： 1.住院患者性別男性略多于女性,城市人口為主,主要集中在73歲以上年齡段�；颊叩膶W歷主要集中在高中和中專、初中及以下兩個層次上,大學及以上學歷人數(shù)最少。就醫(yī)人群以醫(yī)療保險為主,接近70%的患者月收入在2000元以下,高收入患者較少�；颊叩穆殬I(yè)較為多樣,以工人最多,約有三分之一。 2.患者對醫(yī)院醫(yī)療服務質量的總體滿意度較高,總體滿意度達到4.15±0.53。住院患者滿意度得分前五項是：醫(yī)師的態(tài)度親切和善(4.55±0.62)、當您有需要呼叫時,醫(yī)護人員立即來處理(4.53±0.64),護士的態(tài)度親切和善(4.52±0.55),住院期間醫(yī)護人員每天查房認真細致(4.48±0.36)、醫(yī)護人員打針抽血的技術很好(4.43±0.45),其中三項屬于醫(yī)務人員服務態(tài)度,二項屬于醫(yī)務人員技術水平。 3.長沙市老年住院患者的心理需求度評分均分為4.36±0.48。住院患者心理需求度得分前三項是：病情穩(wěn)定、不再復發(fā)(4.68±0.42)、醫(yī)務人員能經(jīng)常與自己溝通交流(4.63±0.60),了解藥物的使用方法和對不良反應的觀察及處理(4.59±0.59),其中一項屬于治療期望,一項屬于情感交流,一項屬于疾病知識。 4.逐步回歸分析顯示：職業(yè)公務員、受教育程度大學及以上、月收入3000元以上老年住院患者是滿意度的主要影響因素。受教育程度大學及以上、月收入3000元以上老年住院患者是心理需求的主要影響因素。教師及科技人員、公務員此兩個人群的總體滿意度明顯低于其他學歷人群。 5.住院患者滿意度問卷的α信度系數(shù)是0.8567,說明這份調查表具有較高的可信性,符合量表的使用要求。根據(jù)因子分析結果,將問卷的問題分為六大類,即醫(yī)療設施環(huán)境、醫(yī)務人員技術水平、醫(yī)務人員服務態(tài)度、醫(yī)療費用、管理效率、治療效果,經(jīng)驗證問卷的效度較高。 結論： 1.長沙市某醫(yī)院老年住院患者的滿意度評分相對較高,均分為4.15±0.53。各個項目得分最高項目是醫(yī)務人員服務態(tài)度均分為4.45±0.62,得分最低的項目是醫(yī)療費用,均分為3.86±0.63。 2.老年住院患者總體滿意度的主要影響因素為：職業(yè)公務員、月收入3000元以上和教育程度大學及以上,收入水平、教育程度高的患者滿意度低。 3.長沙市老年住院患者的心理需求度評分均分為4.36±0.48。老年住院患者對治療期望的心理需求度評分是各個項目中的最高分,均分為4.56±0.39,患者對社會適應的需求不高,均分為3.92±0.46,是得分最低的項目。 4.影響老年住院患者心理需求的主要因素是月收入3000元以上和教育程度大學及以上,收入水平、教育程度高的患者心理需求增加。
[Abstract]:Objective: To explore the elderly inpatients' satisfaction and its influencing factors in a hospital in Changsha, and explore the psychological needs and influencing factors of elderly inpatients in a hospital in Changsha, so as to provide reference for the quality management of medical service in a hospital.
Methods: This study used random sampling methods in a class three hospital from May 2009 to July Changsha city in 25 departments were randomly selected from the Department of respiratory medicine, bone surgery, Department of Obstetrics and gerontology, Department of infectious diseases, two families, 9 departments of the hospitalized elderly patients as the research object. This research adopts full satisfaction and psychological demand table of 788 elderly hospitalized patients satisfaction and psychological needs and affect the investigation and assessment.
Result:
1. patients with Sex Men slightly more than women, city population, mainly concentrated in the 73 years of age. Education of patients mainly in high school and secondary school, junior high school and below the two level, the minimum number of college or above. People go to a doctor for medical insurance, or nearly 70% of the patients with the monthly income of 2000 yuan the high income were less. The patient's occupation is more diverse, with most workers, about 1/3.
2. patients overall satisfaction of medical service quality is higher, the overall satisfaction reached 4.15 + 0.53. inpatients satisfaction score before five are: physician attitude kindly (4.55 + 0.62), when you need to call, medical staff immediately to deal with (4.53 + 0.64), friendly attitude of nurses (4.52. 0.55), hospital medical staff daily rounds carefully (4.48 + 0.36), medical staff and blood injection well (4.43 + 0.45), of which three belong to the service attitude of medical staff, two of which belong to the technical level of medical staff.
3. Changsha city elderly inpatients psychological demand degree score was 4.36 + 0.48. for hospitalized patients psychological demand scores before three are: stable condition, no recurrence (4.68 + 0.42), medical personnel can often communicate with their own (4.63 + 0.60), learn to use drugs and adverse reactions of the observation and treatment (4.59 + 0.59), one of which belongs to the treatment of expectations, one belongs to emotional communication, is a knowledge of the disease.
4. stepwise regression analysis showed that the occupation of civil servants, University and higher education level, monthly income of 3000 yuan of hospitalized elderly patients are the main factors affecting satisfaction. University and higher education level, monthly income of 3000 yuan in hospitalized elderly patients were the main influence factors. The psychological needs of teachers and scientific and technical personnel, the overall satisfaction of civil servants the two group was significantly lower than other academic groups.
0.8567 is the 5. inpatient satisfaction questionnaire reliability coefficient, shows that the questionnaire has high credibility, accord with the requirement of scale. According to the results of factor analysis, the questionnaire is divided into six categories, namely medical facilities, medical personnel technical level, service attitude, medical expenses, management efficiency, treatment the effect by validated questionnaires. Validity.
Conclusion:
1., the satisfaction score of elderly inpatients in a hospital in Changsha is relatively high, which is evenly divided into 4.15 + 0.53.. The highest score of each item is that the medical staff's service attitude is evenly divided into 4.45 + 0.62. The lowest score item is medical expenses, which is evenly divided into 3.86 + 0.63..
2., the main influencing factors of overall satisfaction of elderly inpatients are: professional civil servants, monthly income of more than 3000 yuan, and education level of universities or above.
3. Changsha city elderly inpatients psychological demand degree score was 4.36 + 0.48. for the treatment of elderly hospitalized patients expectations of psychological needs is the most high score in each project, divided into 4.56 + 0.39, patients on social adaptation of the demand is not high, divided into 3.92 + 0.46, is the lowest score of the project.
4., the main factors that influence the psychological needs of elderly inpatients are the monthly income of more than 3000 yuan and the educational level of universities or above.

【學位授予單位】：中南大學
【學位級別】：碩士
【學位授予年份】：2010
【分類號】：R395

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本文編號：1748034