患者满意度影响因素实证研究

文章通过问卷调查研究了患者满意度的影响因素。患者满意度与治疗效果正相关关系最大，同时也与医患间的沟通、医护人员的服务态度有很高的正相关关系，而与治疗费用没有显著负相关关系，患者倾向于支付较高的价格以获得高质的医疗服务。这说明医疗服务市场是需求弱弹性和价格刚性的。医患间的沟通、医护人员的服务态度与治疗效果间也存在显著正相关关系。因此要提高患者的满意度医院必须首先提高医疗水平，其次强化医护人员的沟通技巧．加强医护人员的服务意识培养。医疗收费方面需要通过第三方即政府监管部门的监管，才能使其合理化。

An empirical study on the factors which influence patients' satisfaction

The article researched the factors which influenced patients＇ satisfaction in questionnaires. It found that the most important factor was the result of the treatment. Doctors＇ service also had positive influence on patients＇ satisfaction. However, how much they paid for the treatment had no notable influence. Patients would like to pay more money for better treatment and would not change their demand for medical care by the price. Hospitals had no need to reduce their price for more patients. Doctors＇ service had good effect on treatment. So, if the hospital wanted to improve patients＇ satisfaction, they should at first bring up doctors＇ ability on treatment, then improve their service. The medical treatment price could be more appropriate just by government＇ s surveillance.