宁波市留学生国际医疗服务满意度影响因素分析
PDF下载 (298)吴 升,王 涌.宁波市留学生国际医疗服务满意度影响因素分析[J].宁波大学学报(理工版),2022,35(2):63-67.DOI:
WU Sheng,WANG Yong.Analysis of factors influencing international students’ satisfaction on the medical services in Ningbo[J].Journal of Ningbo University(Natural Science & Engineering Edition),2022,35(2):63-67.DOI:
| Title: | Analysis of factors influencing international students’ satisfaction on the medical services in Ningbo |
| 作者: | 吴 升, 王 涌 |
| Author(s): | WU Sheng, WANG Yong |
| 关键词: | 国际医疗服务; 留学生; 满意度; 影响因素 |
| Keywords: | international medical service; international student; satisfaction; influence factor |
| 分类号: | R197 |
| 文献标识码: | A |
| 摘要: | 为掌握留学生对宁波市医疗服务的满意度, 采用问卷调查法, 以宁波2所高校的国际留学生为研究对象, 分别针对留学生(患方)的14项指标和医院(院方)的7项指标进行问卷调查, 采用卡方检验分析患方和院方总体满意度的影响因素, 并进一步采用多元logistic回归模型校正患方影响因素, 获得校正后院方的影响因素. 结果显示: 留学生对国际医疗服务总体满意度为82.9%; 中文交流熟练、能够使用中文网页或APP预约就诊、熟悉医疗保险使用、所持保险能覆盖医疗支出4项指标是患方总体满意度的主要影响因素; 经过校正后, 医疗水平、治疗流程、医护服务态度、挂号流程、医生英语水平、个人隐私保护和医院环境7项指标是院方总体满意度的影响因素. 提出各级卫生健康行政部门和医疗机构应高度重视国际医疗服务体系的建设, 持续改进医疗质量、技术水平、服务流程、服务价格以及对外宣传, 提升留学生的就医满意度. |
| Abstract: | In order to understand the factors influencing international students’ satisfaction for the medical services in Ningbo, a questionnaire survey was conducted among international students from two universities. The questionnaires included the overall satisfaction, 14 survey indicators of international students (patient-side) and 7 evaluation indicators of hospitals (hospital-side). Chi-square test was used to analyze the patient-side and hospital-side factors for overall satisfaction, and multivariate logistic regression model was used to obtain the adjusted factors of hospital-side by controlling the effect of patient-side factors. The results show that the overall satisfaction of international students for international medical services was 82.9%. Proficiency in Chinese communication, ability to use Chinese webpage or APPs to make an appointment, familiarity of using medical insurance, and the medical insurance coverage, are the patient-side factors for overall satisfaction. Following adjustment, 7 evaluation indicators including medical proficiency, treatment process, medical service attitude, registration process, English proficiency of doctors, personal privacy protection and hospital environment were the hospital-side factors for overall satisfaction. It is suggested that health care administrations and hospitals at all levels should attach great importance to the construction of international medical service system. Focusing on the above-discovered factors, further improvements of medical quality, technical level, service process, service price and external publicity should be performed to enhance the medical satisfaction of international patients. |
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| 备注/Memo: | 收稿日期: 2021－04－29. 宁波大学学报（理工版）网址: http://journallg.nbu.edu.cn/ 第一作者: 吴升（1996－）, 男, 湖北武汉人, 在读硕士研究生, 主要研究方向: 医院管理. E-mail: 18571472188@163.com *通信作者: 王涌（1975－）, 男, 浙江宁波人, 博士/教授, 主要研究方向: 医院管理. E-mail: robinwang9401@sina.com 宁波大学学报（理工版）网址：http://journallg.nbu.edu.cn/ |
