杭州市基本医疗保险参保者医疗机构门诊满意度状况调查

摘要

Objective:To discuss the difference of satisfaction of basic medical insurance participants about outpatient service between 3A hospitals and community hospitals in Hangzhou City to provide reference for improving the quality of medical service.Methods:A self-designed questionnaire was used to investigate 498 medically insured outpatients selected using accidental sampling method in 10 hospitals selected using stratified random sampling method.Results:The medical accessibility in community hospital was higher than in 3A hospitals (P＜0.01).The waiting time in community hospital was much shorter than in 3A hospitals (P＜0.01) The total visiting time in community hospital was significantly shorter than in 3A hospitals (P＜0.01).The total satisfaction was 86.5％ and the community hospital patients' satisfaction was higher than 3A hospital(P=0.000).Community hospital had advantages in waiting time,medical expenses,visiting doctor procedures convenience,service attitude,reasonable service and 3A hospital had advantages in types of drug,technology level,equipment condition,environmental conditions.Conclusion:The total satisfaction of basic medical insurance participant to outpatient service was higher,and their satisfaction with community hospital was higher than 3A hospital.%目的:比较杭州市基本医疗保险参保者对社区卫生机构与三级医疗机构门诊服务满意度的差异,为提高医疗服务质量提供参考.方法:自行设计问卷,分层随机抽取10家卫生服务机构,偶遇抽样调查498名就诊的医保患者.结果:社区卫生机构就医可及性高于三级医疗机构(P＜0.01),社区卫生机构候诊时间和就诊花费时间明显短于三级医疗机构(P＜0.01).总体满意度为86.5％,社区就诊患者满意度高于三级医疗机构就诊患者(P=0.000).社区卫生机构在等候时间、医疗费用、看病手续、服务态度、提供服务合理方面较三级医疗机构有优势,而三级医疗机构在药品种类、技术水平、设备条件、环境条件方面具有优势.结论:杭州市基本医疗保险参保者对门诊服务的满意度总体较高,对社区卫生机构总体满意度高于三级医疗机构.