目的 探讨患者信任度第三方评价在改善医院医疗服务质量和改进患者信任度方面的作用.方法 选取上海市闵行区某二级综合医院的出院患者进行信任度评价,A组患者由第三方团队实施电话随访评价,B组患者由医院住院部在出院时进行评价,比较两种评价方式的效果.结果 第1次测评时A组1 073人,满意度均分3.83±0.57,满意率54.99％;B组1480人,满意度均分3.83±0.49,满意率57.03％ (P＞0.05).第4次测评时A组1 233人,B组1 512人,A组满意度均分4.18±0.33,满意率84.43％,患者复诊均分3.44±0.83,患者推荐医师均分3.52±0.88,患者与医师发生过争执均分4.33±0.60,患者表示会找别的医师诊断均分3.31±0.72,患者表示完全遵医嘱服药均分3.45±0.72,均优于B组(P＜0.05);在医疗服务信任程度比较的28个条目中,A组15个条目的评分均高于B组(P＜0.05);A组患者中等强度活动均分3.60±0).81,情感协调均分3.71±0.76,家庭协调均分3.69±0.58,朋友协调均分3.73±0.74,整体健康程度均分3.31±0.77,均优于B组(P＜0.05).结论 第三方信任度评价是医院管理实际需求的补充,在提升医疗机构的医疗服务质量、协助医院绩效考核体系的建设和完善、改善患者就医体验及提高患者信任度等方面有一定的积极作用.%Objective To investigate the effect of the third party evaluation on improving the quality of medical service as well as the degree of patient trust in hospital.Methods Discharge patients from a two-level hospital in Minhang District was enrolled to evaluate their trust for medical service.Telephone follow-up were implemented in group A by the third party evaluation team.Group B was evaluated by the in-patient department when they left the hospital.These two evaluation methods were compared for the effects.Results During the first evaluation,1 073 people in group A,the equipartition satisfaction was 3.83 ± 0.57,the satisfaction rate was 54.99％.While in group B of 1 480 people,the equalization satisfaction was 3.83 ± 0.49,the satisfaction rate was 57.03％ (P＞0.05).At the fourth evaluation,1 233 people in group A and 1 512 people in group B were evaluated.Regarding group A,the patient satisfaction scores was 4.18 ± 0.33,patients satisfaction rate was 84.43％,the equipartition of patients referral was 3.44 ± 0.83,the equipartition of patients recommends the physician was 3.52 ±0.88,the equipartition of the doctor and patient had a quarrel was 4.33 ± 0.60,the equipartition of patients will find another doctor for diagnosis was 3.31 ± 0.72,the equipartition of patients expressed fully in accordance with the doctor's order of medication was 3.45 ± 0.72,group A were better than groupB (P＜0.05).Of the28 entries in the level of trust related to medical services,15 entries of group A were higher than group B (P＜0.05).In group A,the equipartition of moderate intensity activity was 3.62 ± 0.81,the equipartition of emotional coordination refers to 3.71 ± 0.76,the equipartition of family coordination was 3.69 ± 0.58,the equipartition of friends coordination was 3.73 ± 0.74,the equipartition of overall health was 3.31 ± 0.77,all were superior to group B (P＜0.05).Conclusions The third party evaluation is a supplementation for hospital management,which has positive effects on improving medical service quality of medical institutions,the hospital performance appraisal system,patients' experiences and trust degree.
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