目的 探讨广州市某三甲医院患者住院服务的卫生系统反应性及满意度,为医院改善医疗服务质量提供理论依据.方法 自行设计反应性及满意度调查问卷,调查广州市某三甲医院500例住院患者.结果 医院在服务的技术、硬件方面做得比较好,但在非医疗方面,如就医环境、保密性、及时性、社会支持、患者对医护人员、医疗机构的选择性、医疗收费价格和费用等方面的卫生系统反应性与满意度较低.反应性与满意度的相关关系较为密切.结论 医院应关注患者非健康服务方面的合理期望,充分尊重患者的隐私权,简化服务流程,提高服务的及时性,改善和创造温馨的就医环境,提供宗教服务与场所,尊重患者的选择权,降低医疗收费价格和费用,从而进一步提升医院服务质量的水平.反应性与满意度的相关关系较为密切,提高反应性有助于提高患者的满意度.%Objective To investigate the health system responsiveness and satisfaction of the class 3A comprehensive hospital services for inpatienls in Guangzhou City, in order to provide the theoretical basis for hospital to improve the quality of service. Methods After the questionnaire of health system responsiveness and satisfaction self designed, 500 inpatienls from a class 3A comprehensive hospital in Guangzhou City were investigated. Results Among all of factors of responsiveness and satisfaction, hospital services technology, hardware were doing better. But the non-medical aspects, including medical environment, confidentiality, social supports, medical cost, right of choice of providers had lower health system responsiveness and satisfaction. Responsiveness and satisfaction relationship were close. Conclusion The hospital should pay attention to the non medical health care with reasonable expectations of patients. In order to develop hospital services quality and achieve continuous improvement in competitiveness, it is necessary to let patients fully enjoy the right of privacy, reduce sendee process, improve the timeliness of services, improve medical environment, provide religions sendee and places, respect patients' right to choose and reduce medical cost. Responsiveness and satisfaction relationship are close, enhancing the responsiveness is helpful for improvement of satisfaction.
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