摘 要
我国社会主义市场经济体制在逐渐完善，现代医疗体制也在逐渐改革，我国的医疗
市场进一步开放，行业间的竞争更加激烈，公立医院的发展备受瞩目。我国公立医院由
于受行政体制的影响，对患者满意度的研究较少。在这种背景下，本文通过了解 A 县公
立医院患者的满意度现状，分析影响患者满意度的影响因子，从而有针对性地提出改进
公立医院的服务质量的建议。
本研究通过对 A 县公立医院 2013 年 6 月至 9 月期间的就诊患者进行满意度调查，
了解当前患者在就诊过程中对公立医院的满意度情况，系统评价就医环境、医疗流程、
服务态度、医疗费用、医德医风、医疗技术等方面，对医院服务质量总体满意度的影响，
从就医患者的角度来探讨影响医院满意度的重要因素，并探索一条改善医院服务质量满
意度的途径，为促进医院管理，提高医院医疗服务水平，提供科学的决策依据。
通过大量阅读文献，初步筛选出影响医院服务质量满意度的指标，并根据这些指标
制作患者满意度调查表，采用问卷调查的方式对 500 位就医患者随机进行抽样调查。问
卷采用 Likert5 级评分法，问卷内容包括患者对医院就医环境、医疗流程、服务态度、
医疗费用、医德医风、医疗技术等 6 个项目的满意度情况。调查结果采用 SPSS 软件对
数据进行分析比较，最后根据调查结果对影响满意度的影响因素进行分析评价。
基于分析结果，该医院应该优化医院整体环境，营造舒心就医感受；提高医护人员
的服务态度，加强护理人员服务意识，真正做到“以病人为中心”；尽可能降低医疗费
用，使之透明化；加强医德医风建设，提高医务人员医患沟通技巧。
关键词：公立医院 医疗服务质量 患者满意度 影响因素 管理措施
Abstract
With the constant improvement of China's market economy system，contemporary
medical system reform deepening，medical market gradually opening up，the competition
between the industry is growing，and everybody is concerned the development of public
hospitals . Due to the influence of administrative system of public hospitals in our country，
the research on patient satisfaction is less. In this context，the paper analyze the impact factors
of patients satisfaction，and make practicable suggestions to improve the quality of public
hospitals services，through understanding the current patient's satisfaction of A county
public hospital.
The results of this study would help to diagnosis the weakness of service operation and
service management of the medical service institutions that are reformed in property right，
direction and provides the theory instruction for the hospital medical service management
improvement，provide advice of public hospital property right system reform in our country at
the same time.
Objective：By means of A county public hospitals of patients satisfaction survey during
June to September，2013，this study understands the current patient satisfaction of public
hospitals in the process of diagnosis，evaluate systematically of medical environment，
medical treatment process，the service attitude，medical expenses，medical ethics，medical
technology’s influence of the overall satisfaction of hospital service quality，explores the
important factors that affect hospital satisfaction from the perspective of medical patients，
explores a way to improve hospital service quality satisfaction，and provides scientific
decision basis for improving hospital management，highlighting the public welfare of public
hospitals and improving the level of hospital medical service .
Methods：This paper screens preliminarily the index of effecting hospital service quality
satisfaction through a lot of literature，and make patient satisfaction questionnaire，according
to these indicators，and surveys with random sampling on 500 hospitalized patients with the
method of questionnaire. Questionnaire use Likert5 grade evaluation method ， the
questionnaire included patient to the hospital environment and medical process，service
attitude，medical expenses，medical ethics，medical technology’s satisfaction. The data results
of the survey are analyzed by using SPSS software，the paper analyzes and evaluates the
influence factors of the satisfaction according to the survey results.
Results：Different age and family income of patients’ overall satisfaction evaluation
difference was statistically significant. On the whole，A county public hospital satisfaction is
high for patients，medical environment，medical process，service attitude，medical expenses，
medical ethics，medical technology are the factors influencing patients satisfaction，these
factors are sorted，they are medical technology，medical process，medical ethics，medical
cost，service attitude，medical environment. Patients’ evaluation of medical environment，
service attitude is the general satisfaction ， of medical expenses ， medical ethics is
satisfied，of medical process，medical technology is satisfied，satisfaction of medical
treatment is the highest，satisfaction of medical environment is the lowest.
Conclusion：The hospital should optimize the hospital overall environment to create a
comfortable feeling；improve service attitude of medical staff and strengthen the nursing staff
service consciousness for patient-centered truly；reduce health care costs，and make it
transparent；Strengthen the construction of medical ethics and improve the medical personnel
doctor-patient communication skills.
Key words：Public hospitals；The medical service quality；Patient satisfaction；
Influencing factors；Hospital management；Measures