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预防医学  2023, Vol. 35 Issue (3): 258-261    DOI: 10.19485/j.cnki.issn2096-5087.2023.03.017
  卫生管理 本期目录 | 过刊浏览 | 高级检索 |
患者对三甲医院转诊满意率调查
段秋改1,2,3, 郭舒婕4, 成巧梅4
1.河南省人民医院神经内科ICU,河南 郑州 450003;
2.河南省脑血管病医院,河南 郑州 450003;
3.郑州大学人民医院,河南 郑州 450003;
4.河南省人民医院,河南 郑州 450003
A survey of patients' satisfaction with referral in a class A tertiary hospital
DUAN Qiugai1,2,3, GUO Shujie4, CHENG Qiaomei4
1. Department of Neurology ICU, Henan Provincial People's Hospital, Zhengzhou, Henan 450003, China;
2. Henan Provincial Hospital of Cerebrovascular Diseases, Zhengzhou, Henan 450003, China;
3. People's Hospital of Zhengzhou University, Zhengzhou, Henan 450003, China;
4. Henan Provincial People's Hospital, Zhengzhou, Henan 450003, China
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摘要 目的 了解患者对三甲医院转诊工作的满意率,为推动转诊工作高效实施提供依据。方法 通过河南省人民医院互联智慧分级诊疗协同平台收集2021年转诊患者的性别、年龄、转诊类型、转运时效和转诊费用等资料,通过问卷调查患者对双向转诊制度的知晓和认可情况;采用多因素logistic回归模型分析患者对转诊满意的影响因素。结果 调查转诊患者1 268例,男性576例,占45.43%;女性692例,占54.57%。≥18岁935例,占73.74%。转诊超时535例,占42.19%。免费转诊1 157例,占91.25%。知晓双向转诊制度749例,占59.07%。认可双向转诊制度587例,占46.29%。对转诊持满意态度975例,满意率为76.89%;其中认为转诊信息沟通通畅1 030例,占81.23%,转诊满意率为78.54%;认为转诊手续简洁569例,占44.87%,转诊满意率为81.37%;对转诊医护人员服务态度满意797例,占62.85%,转诊满意率为79.42%。多因素logistic回归分析结果显示,转诊未超时(OR=1.846,95%CI:1.411~2.414)、免费转诊(OR=1.815,95%CI:1.188~2.773)、知晓双向转诊制度(OR=0.624,95%CI:0.472~0.826)和认可双向转诊制度(OR=1.621,95%CI:1.235~2.129)是患者对转诊满意的影响因素。结论 患者对三甲医院转诊满意率为76.89%,对双向转诊制度的知晓和认可度,转诊时效和便捷程度是满意率的影响因素。
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段秋改
郭舒婕
成巧梅
关键词 双向转诊满意度三甲医院    
AbstractObjective To investigate patients' satisfaction rate towards referral in a class A tertiary hospital, so as to provide the evidence for promoting the highly efficient implementation of referral. Methods The gender, age, type of referral, referral efficiency and referral cost of patients receiving referral services in 2021 were collected through the interconnected intelligent hierarchical diagnosis and treatment collaborative platform of Henan Provincial People's Hospital. Patients' awareness and recognition of the two-way referral system were investigated using questionnaire surveys, and factors affecting patients' satisfaction with referral were identified using a multivariable logistic regression model. Results A total of 1 268 patients receiving referral services were surveyed, including 576 men (45.43%) and 692 women (54.57%), and the respondents were predominant at ages of 18 years and older (935 cases, 73.74%). There were 535 cases with overdue referral (42.19%) and 1 157 cases with free referrals (91.25%). There were 749 cases that were aware of the two-way referral system (59.07%), and 587 cases recognized the two-way referral system (46.29%). There were 975 patients with a satisfactory attitude towards referral, with a satisfaction rate of 76.89%. There were 1 030 cases (81.23%) that considered fluent communication of referral information, with a 78.54% satisfaction rate towards referral; 569 cases (44.87%) that considered simple referral procedures, with an 81.37% satisfaction rate towards referral, and 797 cases that were satisfied with the services provided by the referred medical staff (62.85%), with a 79.42% satisfaction rate towards referral. Multivariable logistic regression analysis showed that non-overdue referrals (OR=1.846, 95%CI: 1.411-2.414), free referrals (OR=1.815, 95%CI: 1.188-2.773), awareness of the two-way referral system (OR=0.624, 95%CI: 0.472-0.826), recognition of the two-way referral system (OR=1.621, 95%CI: 1.235-2.129) were factors affecting the satisfaction with referral. Conclusions The satisfaction rate towards referral was 76.89% among the study patients, and the awareness and recognition of the two-way referral system, referral efficiency and convenience are factors affecting the satisfaction with referral.
Key wordstwo-way referral    satisfaction    class A tertiary hospital
收稿日期: 2022-11-01      修回日期: 2023-01-09      出版日期: 2023-03-10
中图分类号:  R195  
基金资助:2018年度河南省科技厅科技攻关项目(82102310092)
作者简介: 段秋改,本科,副主任护师,主要从事临床护理工作
通信作者: 成巧梅,E-mail:qgduan0123@163.com   
引用本文:   
段秋改, 郭舒婕, 成巧梅. 患者对三甲医院转诊满意率调查[J]. 预防医学, 2023, 35(3): 258-261.
DUAN Qiugai, GUO Shujie, CHENG Qiaomei. A survey of patients' satisfaction with referral in a class A tertiary hospital. Preventive Medicine, 2023, 35(3): 258-261.
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http://www.zjyfyxzz.com/CN/10.19485/j.cnki.issn2096-5087.2023.03.017      或      http://www.zjyfyxzz.com/CN/Y2023/V35/I3/258
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