目的:通过患者视角归纳目前公立医院存在的问题，并思考其改革方向。方法：对2014—2016年某三甲医院患者满意度回访搜集到的7 329条意见进行整理分析，并按照意见数量占比权重高低排名，分析影响满意度的主要因素。结果：医疗费用及等候时间、后勤管理、服务质量及流程、服务态度等六大因素是影响公立医院满意度的主要原因。结论：公立医院可从体制创新、转变运行和基建投入方式、“信息化、互联网+”、加强人文教育等方面推进改革。
Objective：Through patient’s perspective to summarize the current problems of public hospitals，think about the direction of its reform. Methods：7329 opinions collected by satisfaction survey during 2014⁃2016 were summarized and analyzed. Ranked by number，analyzed the main factors that affected satisfaction. Result：Medical expenses ， waiting time，logistics management，quality of service， process and service attitude are the mainly six factors that affect the public hospitals’ satisfaction. Conclusion：Public hospitals can promote reform from institutional innovation，change operation and infrastructure investment，”information，Internet +” and humanistic education strengthening.