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目的了解慢性病患者忠诚度现状,并分析患者忠诚度的影响因素,为提高患者忠诚提供参考。方法选取2014年4月-2015年12月北京市20家市属医院住院患者满意度调查数据库中共计10 774例慢性病患者数据进行统计学描述并采用多元线性回归进行影响因素分析。结果北京市属医院慢性病患者忠诚度处于较高水平。年龄、户籍地址、总体满意度和感知服务质量中的治疗效果、医务人员态度、是否讲解出院后康复和服药方法、办理入院和出院手续便捷、病区环境安静整洁、签署知情同意书、注意保护隐私、膳食服务是患者忠诚度的影响因素。结论管理者和医疗服务提供者应针对性提高慢性病患者感知服务质量和总体满意度,从而培养患者忠诚。
Objective To understand the status quo of loyalty in patients with chronic diseases and to analyze the influencing factors of patient loyalty to provide reference for improving patient loyalty. Methods A total of 10 774 cases of chronic diseases in 20 municipal hospitals in Beijing from April 2014 to December 2015 were selected for statistical analysis and influential factors were analyzed by multivariate linear regression. Results Beijing Municipal Hospital chronic disease loyalty at a high level. Age, address of family register, overall satisfaction and perceived quality of service, attitude of medical staff, whether to explain the methods of rehabilitation and medication after discharge, convenient procedures for admission and discharge, quiet and clean ward environment, signed informed consent, attention to protection Privacy, meal service are the influencing factors of patient loyalty. Conclusions Managers and healthcare providers should focus on improving the perceived quality of service and overall satisfaction of patients with chronic diseases so as to cultivate patient loyalty.