冯倩红 曾玉媚

【摘 要】目的：对佛山市三水区妇幼保健院门诊患者就医满意度及其影响因素进行探讨研究。方法：选择佛山市三水区妇幼保健院门诊患者作为研究对象，对受访者发放问卷，采用SPSS 23.0软件进行处理，对就医满意度及其影响因素进行分析。结果：医护人员操作技术、隐私保护等满意度较高，分别为90.9%和91.5%；对就诊程序流畅、标识指引清晰满意度较低，为64.0%。文化程度、职业、医保类型、就诊前是否有固定的医生、挂号方式及就诊类型等单因素对佛山市三水区妇幼保健院门诊患者就医满意度影响有统计学意义（P<0.05）。结论：门诊患者总体就诊满意度较高。其中文化程度、职业、医保类型、就诊前是否有固定的医生、挂号方式及就诊类型等单因素是影响总体满意度的主要单因素。

【关键词】妇幼医院；门诊；就医满意度；影响因素

A Study on the Satisfaction and Influencing Factors of Outpatients in the Maternal and Child Health Hospital of Sanshui， Foshan

Feng Qianhong， Zeng Yumei

Customer Service Center， Maternal and Child Health Hospital， Sanshui，Foshan， Guangdong Foshan 528100， China

【Abstract】Objective： To study the satisfaction of outpatients at the Maternal and Child Health Hospital of Sanshui District， Foshan City and its influencing factors. Methods： The outpatients of the Maternity and Child Health Hospital of Sanshui District， Foshan City were selected as the research objects. Questionnaires were distributed to the respondents， and SPSS 23.0 software was used for processing， and the medical satisfaction and its influencing factors were analyzed. Results： The degree of satisfaction of medical staff with operating technology and privacy protection was high， 90.9% and 91.5%respectively； the satisfaction with smooth medical procedures and clear labeling guidelines was low， at 64.0%. Single factors such as education level， occupation， type of medical insurance， whether there is a fixed doctor before treatment， the way of registration， and the type of medical treatment have statistically significant effects on the satisfaction of outpatients in the Maternal and Child Health Hospital of Sanshui District， Foshan City （P<0.05）. Conclusion： The overall satisfaction of outpatients is relatively high. Among them， the single factors such as education level， occupation， type of medical insurance， whether there is a fixed doctor before treatment， the way of registration， and the type of medical treatmentare the main single factors that affect the overall satisfaction.

【Key？Words】Women’s and Children’s Hospital； Outpatient service； Satisfaction with medical treatment； Influencing factors

門诊是医疗站的第一线，是医院中的窗口部门，具有患者多、病种复杂的特点[1]。患者在门诊的就医满意度是患者对医院就医的第一印象。因此在门诊提高患者就医满意度可以提高医院的社会形象、经济效益及声誉等[2]。基于此，本文对佛山市三水区妇幼保健院门诊患者就医满意度及其影响因素进行探讨研究，以期为改善医疗服务工作和医院管理提供参考。

1.1 一般资料

在2020年2月至2021年2月期间选择佛山市三水区妇幼保健院门诊患者作为研究对象，在门诊药房缴费处和等待取药处工作人员采取访谈的方式，现场发放问卷，即答即收，保障问卷的质量和回收率。……