中文摘要：

[目的]通过对新疆某济困医院门诊就诊三阶段＂挂号、诊断、治疗＂医疗服务质量的评价,寻找影响医疗服务质量的因素,为济困医院提高服务质量提供参考依据。[方法]自制问卷对该济困医院432位持有医疗救助证的患者进行问卷调查,应用统计与回归分析对数据进行处理。[结果]低收入群体患者对挂号、诊断和治疗三阶段总体评价分别为4.116、4.259、3.967;挂号阶段主要影响因素是人员态度和导医服务,诊断阶段主要影响因素是导医服务、医生态度、医生技能和等候时间;治疗阶段的主要影响因素是等候时间、护理态度、护理技能。[结论]低收入患者对导医服务态度和医护人员态度较满意,济困医院应通过改善就医环境、提高导医和医护人员技能来提高医疗服务质量,并通过扩展社区卫生服务和提供体检医疗服务等方式更好的满足低收入群体的医疗卫生服务需求。

英文摘要：

Objective Through the evaluation of three-stage medical services quality which is registration,diagnosis and treatment, looking for effect factors and providing reference for improving the quality of medical services in one of Xinjiang aid hospital.Methods A survey study was conducted on a sample of 432 patients holding medical certificates using a self-administered questionnaire by statistical and regression analysis.Results The evaluation of low-income patients in three stages were 4.116, 4.259, 3.967. The main factors in register stage were staff attitude and guiding service. The main factors in diagnosis stage were guiding service, doctor atitudes, skils and waiting time. The main influence factors in treatment stage was waiting time, nursing attitude and nursing skills.Conclusions Low-income patients were satisfied with the guiding service and medical staff attitudes. The quality of medical services in aid hospital should be raised by improving the medical environment, and medical staff skill, by extending the community health service and provide medical care service ,this would meet the health service demand of the low-income patients better.