郑州大学学报（医学版）Issue(3)：331-334,4.DOI:10.13705/j.issn.1671-6825.2014.03.010
基于患者体验的公立医院住院患者满意模型的构建
Construction of inpatient satisfaction model of public hospital based on patient experience
摘要
Abstract
Aim:To establish inpatient satisfaction model based on the concept of patient experience and American Customer Satisfaction Index .Methods:Multistage cluster random sampling method was used and 850 inpatients were en-rolled to investigate the variables such as patient expectation , perceived quality and perceived value .Data were processed by SPSS 13.0 and AMOS 7.0.Results:The inpatient satisfaction model consisted of 5 structure variables such as patient expectation , therapeutic outcome , perceived quality , perceived value and patient satisfaction .The patient expectation had indirect positive effect on patient satisfaction , and the effect value was 0.15.The direct positive effect value of perceived value on patient satisfaction was 0.31.Therapeutic outcome and perceived quality had both direct and indirect positive effects on patient satisfaction , and the effect values were 0.18 and 0.59 separately.Conclusion: Patient experience and value identification of the whole process of medical treatment are key factors that lead to patient satisfaction .Compared with therapeutic effect , patients prefer to a high quality of treatment experience during medical service process .关键词
患者体验/患者满意/模型Key words
patient experience/patient satisfaction/model分类
医药卫生引用本文复制引用
越丽霞,陈加军,孙长青..基于患者体验的公立医院住院患者满意模型的构建[J].郑州大学学报（医学版）,2014,(3):331-334,4.基金项目
河南省医学科技攻关计划项目20120362 （）
