中文摘要：

目的探讨综合医院急诊病人满意度的影响因素。方法以4所综合医院的503位急诊病人为调查对象，采用现场调查的方式。结果有效问卷487份，有效回收率为96．8％，应答率为96.2％。结论经CHAID方法分析急诊病人满意度的影响因素，发现低年龄、过低收入或过高收入、给医护人员额外报酬的人群满意度低。同时，发现满意度高的病人会多次来该院就诊。

英文摘要：

Objective To explore the effective factors on satisfaction of Emergency patients in general hospitals. Methotis 503 Emergency patients completed questionnaire in four general hospitals. The data were collected from face-to-face survey. Results The response rate for the questionnaire was 96.8% and the response rate for the items was 96.2%. Conclusion CHAID analysis indicated that those people who was young, had low income, or had provided money to the medical staff showed dissatisfaction. At the same time, it was found that those people who showed high satisfaction would see a doctor at the same hospital for many times.