上海市公立医院病人满意度状况和影响因素研究

通过病人满意度问卷调查，对上海市公立医院的门诊病人满意度和住院病人满意度进行了分析。调查结果显示，上海市公立医院病人满意度总体较高，且比上一年度有所提升，但三级专科医院的医疗服务质量相对较低。建议改进医院门诊服务流程、注重诊疗过程中的隐私保护，建立公立医院分级诊疗制度，进一步改善医疗服务质量。

Study on the Patient Satisfaction and its Influencing Factors in Public Hospitals of Shanghai

The satisfaction of inpatients and outpatients in Public Hospitals of Shanghai was analyzed after questionnaire survey of patients. The results showed that the patients were quite satisfied with medical care services in public hospitals of Shanghai and had higher satisfaction compared with previous year. But the quality of outpatient care services in tertiary specialty hospitals was relatively low. The authors suggested that outpatient service process should be improved, that privacy protection in medical care should be paid attention to, and that a hierarchical system for medical care should be set up in Shanghai.