关键词: 患者满意度, 医护沟通, 等待时间, 医院膳食

Abstract: Objective　To evaluate the inpatients’ satisfaction in a grade-3 class-A hospital in Beijing and to explore the possible influencing factors. Methods　A questionnaire survey was used to collect the satisfaction information of 300 inpatients in this hospital, and statistical analysis was performed. Results　The satisfaction rate of inpatients was 89.24%, and the overall satisfaction rate was 93.48%. The basic information of inpatients has no significant impact on the satisfaction rate of the 6 dimensions of physician-patient communication, medication communication, responsibility, waiting time, hospital meals and discharge instructions. Satisfaction scores of physician-patient communication, medication communication, and responsibility dimensions are high, 79.83%, 75.97%, and 80.25%, respectively. Hospital meals and waiting time are key issues that hospitals need to focus on improving patient experience. Conclusion　The hospital should establish a more effective health care communication, optimize existing medical procedures, reasonably arrange checking period to reduce patients’ waiting time, and improve the diet and dietary service of the hospital.

Key words: patient satisfaction,  physician-patient communication,  waiting time,  hospital meal