[Outpatient loyalty and its influential factors with high-end medical services in a comprehensive grade-A tertiary hospital].

To evaluate the loyalty and its influential factors for outpatients with high-end medical services in a comprehensive grade-A tertiary hospital.
 Methods: A total of 3 196 outpatients from July 2017 to June 2018, who visited the International Medical Department of a comprehensive grade A tertiary hospital, were investigated by a self-designed loyalty questionnaire. The Cronbach's alpha coefficient was 0.893. A third-party organization conducted the survey and 1 883 valid questionnaires were collected. Chi-square test and logistic stepwise regression model was used to analyze the influential factors for patients' loyalty.
 Results: The loyalty of outpatients with high-end medical services was 95.8%, and the satisfaction of all aspects of outpatient service was more than 94%. After adjusting for sex, age, the protective factors were diagnostic and therapeutic effect (OR=5.45, P<0.001), service level of nurses (OR=3.91, P=0.044), doctors' skills of communication and explanation (OR=2.95, P=0.046), degree of convenience (OR=3.04, P=0.038) and visits in recent three months (OR=2.11, P=0.008).
 Conclusion: The loyalty of outpatients with high-end medical services in a comprehensive grade A tertiary hospital is relatively high. Significant diagnostic and therapeutic effect, good service of nurses, good skills of communication and explanation, convenience and multiple visits are related to high loyalty. 目的：评价某综合性三甲医院高端医疗服务门诊患者忠诚度及其影响因素。方法：针对2017年7月至2018年6月期间在某综合性三甲医院国际医疗部就诊的3 196名门诊患者，利用自行设计的忠诚度调查问卷(Cronbach’s α系数为0.893)，委托第三方机构进行调查，收集有效问卷1 883份。采用χ2检验和后退法logistic逐步回归模型对患者忠诚度的影响因素进行分析。结果：高端医疗服务门诊患者忠诚度为95.8%，门诊服务各环节的满意度均在94%以上。调整性别、年龄等因素后，保护因素为诊疗效果(OR=5.45，P<0.001)、责任护士服务水平(OR=3.91，P=0.044)、医生沟通解释(OR=2.95，P=0.046)、便民服务(OR=3.04，P=0.038)和近3个月就诊次数(OR=2.11，P=0.008)。结论：某综合性三甲医院高端医疗服务门诊患者的忠诚度较高，显著的诊疗效果、责任护士良好的服务、医生良好的沟通解释、超预期的便民服务及多次就诊与门诊患者高忠诚度相关。.