基于结构方程的基层 医疗机构患者满意度研究
Research on Patient Satisfaction of Primary Medical Institution Based on Structural Equation
-
摘要: 对天津滨海新区10个基层医疗机构就诊患者进行调查，揭示影响患者满意度、提升患者忠诚度的路径；运用因子分析对影响患者满意度因素进行处理，运用结构方程模型搭建影响患者满意度、患者忠诚度的路径。患者满意度主要受医护态度与行为、机构资源与费用两个公因子影响，医护态度与行为对患者满意度和患者忠诚度有直接正向预测作用，机构资源与费用对患者忠诚度起间接作用；必须软硬件齐抓共管、强化服务意识、加大基础设施投入、提升患者忠诚度。Abstract: To investigate patients on10 primary medical institution in Tianjin Binhai New Area, the path ofaffecting patient satisfaction and enhancing patient loyalty is revealed. Byusing the factor analysts, factors affecting patient satisfaction are dealtwith, and the path of patient satisfaction and patient loyalty is build bystructural equation model. Patient satisfaction is mainly affected by theattitude and behavior of doctor and nurse as well as the resource and cost of institution.The attitude and behavior of doctor and nurse has a direct positive functionfor patient satisfaction and patient loyalty, while the resource and cost ofinstitution has a indirect effect. Efforts should be done to make concertedefforts between hardware and software, enhance service awareness, increaseinfrastructure investment, and improve patient loyalty.
下载: