摘要目的 了解60岁及以上老年门诊患者满意度情况,分析影响门诊老年患者满意度的因素,为医院领导提高医疗服务质量提供科学依据.方法 采用随机抽查的方式,进行问卷调查.对调查结果进行Oridinal回归模型分析,得出门诊老年患者满意度情况及其影响因素.结果 门诊老年患者总体满意度较高,满意率(满意十比较满意)为82.77％.Ordinal回归分析结果显示,挂号排队时间、正确交代用药事宜、耐心倾听主诉、仔细进行检查、接诊时间长度、征求治疗意见以及门诊座椅情况等7个项目对总体满意度的影响具有统计学意义.结论 老年患者更加重视医师专业能力和服务态度,而对在医院的各窗口等候时间及门诊环境不太重视.根据老年人的就医需求,着力提高医师专业能力和服务态度是提高老年患者满意度的关键.

abstractsObjective To investigate the satlsfaction of senior outpatients over 60 years old,and explore the factors associated with their satisfaction so as to provide scientific references for improving quality of care at the hospital Methods A questionnaire survey was made by random sampling at the hospital.The outcomes subject to Ordinal regress Results The general satisfaction was as high as 82.77％ among these outpatients.Results of the Ordinal regression model showed seven factors significantly affecting such satisfaction rate,namely waiting time for registration,correct statement of medicine information,patience to hear patient's concerns,carefulness of inspection,time for doctor-patient communication,request for comments on therapy,and outpatient clinic seating conditions.Conclusion Senior outpatients tend to emphasize medical skills and medical service than waiting time at the hospital.This suggests better medical skills and service attitude as key to higher general satisfaction rate of senior outpatients.