| 摘要: |
| 目的：探讨综合医院门诊患者的就医体验现况、影响因素及期望。方法：自制调查问卷，随机对南京市5所综合医院的1 000名门诊患者进行现场调查。结果：5所医院的患者体验评分分别为3.70、3.68、3.66、3.57、3.60。多元线性回归分析结果显示，医务人员服务态度与患者体验相关程度最高（0.571）。患者就医时最关注治疗效果、医疗质量、服务态度、医疗费用。结论：门诊患者体验总体满意度有待改善，特别是在服务态度和就医流程等方面。 |
| 关键词: 综合医院 门诊 服务质量 就医体验 满意度 |
| DOI： |
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| 基金项目:江苏省卫生职业院校文化建设课题（JCK 201508） |
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| TheSurvey and Analysis of OutpatientExperience in General Hospitals in a Certain City△ |
| XING yating,YI huining* |
| (Human Resource Department，Nanjing Drum Tower Hospital，The Affiliated Hospital of Nanjing University Medical School) |
| Abstract: |
| Objective：To explore the current situation，influencing factors and medical expectations of outpatients in general hospital. Methods：Using self-designed questionnaire，1 000 outpatients from 5 general hospitals in Nanjing were randomly investigated on site. Results：The grades of patients experience evaluation were 3.70，3.68，3.66，3.57，3.60 respectively. The multiplelinear regression analysis revealed that the medical personnel service attitude score the highest correlation with the experiences（0.571）. The patients focus on treatment effect，medical quality，service attitude and medical chargemostly. Conclusion：Overall satisfaction of outpatient experience still needs to be improved，especially in terms of service attitude and service flow. |
| Key words: General hospitals Outpatient service quality Medical experiences Satisfaction |
