随着经济的发展进程的加快和社会对诊疗的期望值提高，人民群众对医疗市场的重 视与日俱增，向往高水平的医疗产品与服务的。但双方之间的矛盾也在增多，双方之间 的纠纷和冲突多次出现，暴力侵害医护人员的恶性事件也不在少数，医患矛盾对医院秩 序的正常运转和维持社会正能量有不好的作用。患者满意度的结果是评价医院医疗服务 水平和医技能力的重要评测指标，医院运营人员必须把提高患者满意度当作日常运营中 的一项重要工作。本文主要通过对河南省某三级甲等医院患者的满意度进行调研和分析， 发现该院现阶段问题，针对问题提出改善意见，提高服务水准，提升患者的满意程度提 供依据。 本研究以河南省某三级甲等医院作为样本数据来源，首先在客户关系管理、客户满 意度等相关理论学术成果中，找出对患者满意度的产生效应的因子，然后在理论分析的 基础上制作有针对性调查效果的问卷，对该院部分住院患者从服务态度、医疗技术、医 患沟通、医疗费用、服务流程、环境设施6个维度进行问卷调查。满意度问卷的题项借 鉴李克特五分量表法，运用SPSS22.0统计软件获取的信息整理、录入及解构。 调查成果显示，在院病患整体满意度的评估分数为3.796±0.518分，6个维度满意 度评估分数按照得分权重大小排序为：医疗技术（3.951±0.798）、服务态度（3.936±0.690）、 服务流程（3.824±0.879）、医患沟通（3.763±0.934）、医疗费用（3.676±0.911）和环境 设施（3.661±0.939）。通过对不同性别、年龄、支付方式、学历、职业住院患者满意度 的差异性比较分析，发现性别、学历和职业均对总体满意度具有显著影响。 通过对河南省某三级甲等医院住院病患满意度调研，发觉该机构现有的一些问题。 为了进一步提升患者的满意程度，建议医院应该将加强医务工作者的服务意识放在首位， 提高他们的医疗技术能力，加强医患沟通，降低医疗费用，强化服务流程，优化就医环 境，提供更优质的后勤服务。 关键词：医疗机构患者满意度影响因素 III Abstract Withthecontinuousdevelopmentofeconomyandtheincreaseofsocialdemandfor medicalcare,peoplepaymoreandmoreattentiontothemedicalmarket,andthe requirementsforthequalityofmedicalservicesaregraduallyimproved.Thedoctor-patient relationshiphasbecomeincreasinglytense,withdoctor-patientdisputesandconflicts occurringfromtimetotime,andthemalignantincidentsofinjuringandkillingdoctorsare notrare.Doctor-patientconflictsseriouslyaffectthenormalorderofhospitaloperationand socialstabilityandharmony.Patientsatisfactionsurveyisoneoftheimportantevaluation indexestomeasurethequalityandtechnicallevelofhospitalmedicalservice.Hospital managersmusttakeimprovingpatientsatisfactionasanimportantworkintheprocessof hospitaldevelopment.Thepurposeofthisstudyistofindouttheproblemsexistinginthe servicequalityofathirdclassahospitalinHenanProvincethroughthesatisfactionsurveyof inpatients,andtoputforwardtheimprovementsuggestionsfortheproblems,soastoprovide thebasisforimprovingtheoverallservicequalityofthehospitalandimprovingtheoverall satisfactionofpatients. Thisstudytakesathird-levelhospitalinHenanProvinceastheobject.First,basedon therelatedtheoreticalstudyofpatientrelationshipmanagement,customersatisfaction,etc., findouttherelevantfactorsaffectingpatientsatisfaction,andthendesignbasedontheoretical analysis.Thepatientsatisfactionsurveyquestionnairewasusedtoconductaquestionnaire surveyonsixdimensionsofinpatientsinthehospitalfromserviceattitude,medical technology,doctor-patientcommunication,medicalexpenses,serviceprocesses,and environmentalfacilities.Likertscalemethodwasadoptedforthesatisfactionquestionnaire, andSPSS22.0statisticalsoftwarewasusedtosortout,inputandanalyzethedataofvalid questionnaires. Theresultsshowedthatthetotalsatisfactionscoreofinpatientsinthehospitalwas3.796 ±0.518andthesatisfactionscoresinthesixdimensionsareasfollows:medicaltechnology (3.951±0.798),serviceattitude(3.936±0.690),andserviceprocess.(3.824±0.879), doctor-patientcommunication(3.763±0.934),medicalexpenses(3.676±0.911),Through thecomparativeanalysisofdifferentgender,age,paymentmethod,educationbackgroundand IV occupationalinpatientsatisfaction,itwasfoundthatgender,education,andoccupationallhad significanteffectsonoverallsatisfaction. Throughthestudyontheinpatientsatisfactionofathird-classfirst-classhospitalin Henanprovince,wefoundthattherearemanydeficienciesinthehospital.Inordertofurther improvepatientsatisfaction,itissuggestedthathospitalshouldputtheserviceconsciousness ofmedicalstaffinthefirstplace,improvetheirmedicaltechnologylevel,strengthenthe communicationbetweendoctorsandpatients,reducemedicalcosts,strengthentheservice process,optimizethemedicalenvironment,andprovidebetterlogisticsservices Keywords:Medicalinstitutions,Patientsatisfaction,Influencingfactors V 目录 第一章绪论.............................................................................................................................1 1.1研究背景及意义............................................................................................................1 1.1.1研究背景..............................................................................................................1 1.1.2研究目的..............................................................................................................2 1.1.3研究意义..............................................................................................................2 1.2国内外研究现状............................................................................................................2 1.2.1国外研究现状......................................................................................................3 1.2.2国内研究现状......................................................................................................4 1.3研究内容、方法和思路................................................................................................5 1.3.1研究内容..............................................................................................................5 1.3.2研究方法..............................................................................................................6 1.3.3研究思路..............................................................................................................6 第二章相关理论综述.............................................................................................................7 2.1客户关系管理................................................................................................................7 2.1.1客户关系管理的概念..........................................................................................7 2.1.2医院客户关系管理..............................................................................................8 2.2顾客满意度....................................................................................................................9 2.2.1顾客满意度的概念..............................................................................................9 2.2.2患者满意度..........................................................................................................9 2.3客户忠诚度....................................................................................................................9 2.3.1客户忠诚度的概念..............................................................................................9 2.3.2客户忠诚度的衡量指标....................................................................................10 2.3.3客户忠诚度与客户满意度之间的关系............................................................11 第三章住院患者调查问卷的设计及结果分析...................................................................12 3.1医患关系的现状及存在的问题..................................................................................12 3.1.1医患关系的现状................................................................................................12 3.1.2医患关系存在的问题........................................................................................12 3.2患者满意度的模型构建及研究假设..........................................................................15 3.2.1模型构建............................................................................................................15 3.2.2研究假设.................................................................................................