[摘要] 目的 分析医院患者满意度的关键驱动因素，为提升患者就医体验提供科学依据。 方法 自行编制满意度调查问卷，在2018年7月采用简单随机抽样法对某医院的518例患者进行问卷调查，使用重要性矩阵分析方法，明确患者满意度的关键驱动因素。 结果 该医院在“护士技术操作”和“护士服务态度”这两个条目处于优势，处于劣势的是“就诊流程顺畅”“收费合理性”“后勤服务”“就诊或住院环境”“设施设备种类与数量”与“医生诊疗水平”。 结论 处于劣势的这6个条目对满意度的影响较大，且满意度得分较低，是患者满意度的关键驱动因素，因此今后的改革应集中在进一步优化就诊流程，提高医生诊疗水平，改革后勤服务以及加强医院设施、环境建设。

    [关键词] 就医体验;患者满意度;重要性矩阵分析;关键驱动因素

    [中图分类号] R197.3 [文献标识码] A [文章编号] 1673-7210(2019)02(b)-0042-05

    [Abstract] Objective To analyze key drivers of patient′s satisfaction for providing scientific basis for the improvement of the patients′ medical experience. Methods A self-developed questionnaire was used and convenience sampling method was applied to conduct a satisfaction survey on 518 patients in a hospital in July 2018. The importance matrix analysis method was used to identify the key drivers of patient′s satisfaction. Results The hospital had advantages in terms of "nurse technical operation" and "nurse service attitude". The disadvantages were "the smooth of medical process" ......