医疗服务中过程质量与结果质量对患者满意度的影响

摘要

目的：本文主要探讨即医疗服务的过程质量与结果质量对患者满意度的影响差别，以及在二三级甲等医院中所表现出的差异化影响。方法在北京市三家医院随机抽取在此期间门诊的病人作为研究对象，采用问卷调查的方法，探讨医疗服务质量与患者满意度的关系，完成有效问卷95份。结果医疗服务结果质量与患者满意度的相关系数为0.691（P<0.01），高于过程质量与患者满意度的相关系数0.519（P<0.01）；而患者满意又与患者对医院的忠诚度密切相关（相关系数0.688，P<0.01）。结论改善医疗服务的结果质量和过程质量对提高患者满意度、维护患者的忠诚度均有积极作用，医院管理者在注重提高医生医疗技术的同时也应注重简化就诊流程、优化服务态度及就医环境等软性服务的建设。%Objective This paper explores how two dimensions of healthcare service quality process quality and outcome qualityin-fluence patient’s satisfaction, and what the difference of the influencing mechanism between Level II hospital and Level III hos-pital. Methods Survey was done to outpatients in three hospitals in Beijing, achieving 95 valid sample. Results Outcome quality has higher correlation coefficients (Pearson’s Correlation Coefficient=0.691, P<0.01)to patient’s satisfaction than process quality (Pearson’s Correlation Coefficient=0.519, P<0.01) without any interaction effect. Conclusion Both process quality and outcome quality are vital antecedents to patient’s satisfaction. Managers should optimize technical quality of healthcare service without ne-glecting simplifying the process, improving service attitude as well as hospital environment.