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各因素对门诊患者满意度的影响程度各不相同。通过对医院门诊患者的实证研究,发现对门诊患者满意度影响程度最大的是门诊患者对医院质量的感知,其次为医院声誉与期望和门诊患者对医院价值的感知,其中影响门诊患者对质量感知最大的指标为排队等待时间,其次才是医院医疗设备的先进程度。而门诊患者对医院的信任、忠诚以及抱怨对门诊患者的满意度没有显著影响。所以对基层医院而言当前提高门诊患者对医院的满意程度应着重改善医院诊疗流程,缩短排队等待时间。
The impact of various factors on outpatient satisfaction varied. Through the empirical research on outpatients, it is found out that outpatient satisfaction is the most important factor affecting outpatient satisfaction with outpatients’ perceived quality, followed by hospital reputation and expectation and outpatient perception of hospital value, which affects outpatient perception of quality The largest indicator of waiting time for queuing, followed by the hospital medical equipment advanced level. Outpatients had no significant effect on hospital trust, loyalty and complain about outpatient satisfaction. Therefore, the current primary care hospitals to improve out-patient satisfaction with the hospital should focus on improving the hospital treatment process, shorten the queuing time.