基于SERVQUAL模型,对住院时间和患者满意度之间的关系进行了横截面研究
Yan Cai1, Yuan Liu2, Shanshan Liu1
1Evidence-Based Nursing Center, West China Hospital, Sichuan University/West China School of Nursing, Sichuan University, Chengdu, Sichuan, China.
Scientific reports
|February 15, 2025
概括
较长的住院时间与患者对物质和可靠性的满意度下降有关. 对保证和同情的满意度也在7-10天的逗留期间下降,突出了需要改善服务的领域.
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 医院运营 医院运营
背景情况:
- 患者满意度是医疗保健质量的关键指标.
- 了解影响患者满意度的因素,如住院时间长短,对于改善服务至关重要.
- 服务QUAL模型为评估服务质量维度提供了一个框架.
研究的目的:
- 在不同的 SERVQUAL 维度中调查住院时间和患者满意度之间的关系.
- 确定受长时间住院治疗影响的患者满意度的具体维度.
- 提供基于证据的建议,以提高第三级医院的患者体验.
主要方法:
- 一项涉及2587名来自42个部门的住院患者的横截面研究在中国西部的一家三级医院.
- 系统采样用于患者选择.
- 使用多级逻辑回归分析来检查住院时间和患者满意度之间的关联,控制共变量.
主要成果:
- 与较短的逗留时间 (≤2天) 相比,较长的逗留时间 (3-11+天) 与对物质和可靠性的满意度降低有关 (P <0.05).
- 患者对保证和同情感的满意度在住院7-10天期间显著下降 (P <0.05).
- 延长住院时间 (P > 0.05) 没有影响患者的反应能力和整体患者满意度.
结论:
- 医疗保健提供者应实施战略,以满足患者在整个住院期间不断变化的需求.
- 保持在物质和可靠性方面的一致的服务质量对所有患者至关重要.
- 对于住院时间在7至10天之间的患者,建议特别注意同理心,以提高整体满意度.
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