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目的:调查广州市儿童及成人就诊满意度情况,对比儿童及成人就医行为差异,为各级综合医院提高服务质量提供参考。方法:本课题组采用焦点访谈法、问卷调查等法。因儿童在婴幼儿时期与儿童时期对医疗质量的要求会有不同,儿童组分别到某三甲医院和幼儿园随机抽取0~3岁和3~6岁共689名;成人组从广州市八所医院患者中抽取345位。对调查问卷进行统计分析。结果:门诊医疗总体满意率达42.3%;住院医疗总体满意率达31.07%,从解析病情清晰度分析门诊与住院满意率有否差别,经卡方检验,两者差异有统计学意义(P<0.01)。结论:广州市儿童及成人就诊满意度仍有较大的提升空间,医院医疗服务工作针对不同的患者群体,应采取不同措施,进一步提高患者就诊满意度。
OBJECTIVE: To investigate the satisfaction of children and adults in Guangzhou and to compare the differences in the medical treatment between children and adults, so as to provide references for improving the service quality of general hospitals at all levels. Methods: The research group using focus interviews, questionnaires and other methods. Because children in infancy and childhood medical quality requirements will be different, children were divided into a top three hospitals and kindergartens were randomly selected 0 to 3 years old and 3 to 6 years old a total of 689; adult group from eight hospitals in Guangzhou Take 345 patients. Statistical analysis of the questionnaire. Results: The overall satisfaction rate of outpatient medical services was 42.3%. The overall satisfaction rate of inpatient services was 31.07%. There was a significant difference between outpatients and inpatient satisfaction rates based on the analysis of disease severity. There was significant difference between the two groups (P < 0.01). Conclusion: The satisfaction of children and adults in Guangzhou still has more room for improvement. The hospital medical service should take different measures according to different patient groups to further improve patient satisfaction.