目的：探讨影响住院患者满意度的相关因素及消化内科和骨科满意度影响因素差异，分析在骨科和消化内科中患者满意度在不同维度上是否存在差异，并且对两个科室患者满意的影响因素进行探究，并比较其存在哪些不同， 为进一步提高医疗服务质量和精细化管理提供参考。方法：参考美国和澳大利亚的满意度问卷并结合我国相关的政策，构建以患者就医体验为脉络的问卷测量指标体系，对 2019 年 A 省份 10 家三级甲等综合医院915 名消化内科住院患者和 532 名骨科住院患者进行调查，通过 spss24.0 软件进行问卷的信效度检验，对数据的社会人口学特征、来院理由及指标得分进行描述性统计，利用 Mann-Whitney U 检验比较骨科及消化内科各个维度和总体满意度上的差异，最后单因素分析采用 Mann-Whitney U 检验、Kruskal-Wallis 检验，多因素分析采用二分类 logistics 分析方法。结果：骨科住院患者的总体满意度得分为 4.22，消化内科住院患者的总体满意度为 4.17。 Mann-Whitney U 检验结果显示，骨科和消化内科患者在诊疗服务、 辅助诊疗（Z=-3.876， P=0.0001<0.05）、服务态度（Z=-2.005， P=0.045<0.05）以及环境与后勤服务（Z=-3.445， P=0.001<0.05）满意度差异有统计学意义（Z=-8.363，P=0.0001<0.05） 。骨科和消化内科住院患者在住院服务维度（Z=-0.503， P=0.615）和总体满意度（Z=-1.598， P=0.110）差异无统计学意义。骨科和消化内科住院患者的医德医风和整体服务流程对骨科和消化内科患者满意度均有显著影响；主治医师查房频率、疾病症状改善程度及诊疗费效比感知对骨科患者满意度有显著影响；入院宣教及医生技术水平对消化内科患者满意度有显著影响。结论：骨科和消化内住院患者总体满意度较高，可进一步提高可对后勤保障、就医环境、费用管控、诊疗及时性等多个方向上进行提升，进一步改善患者体验；服务流程越顺畅、越科学，医院和医生医德医风越佳，患者的总体满意度越高。建议促进科室精细化管理，优化服务流程，加强院内导视系统、加强医疗费用管理，关注医院卫生间和膳食等就医环境。

OBJECTIVE: To explore the relevant factors affecting the satisfaction of inpatients and the differences in the factors affecting the satisfaction of digestive medicine and orthopaedics, to analyze whether there are differences in the different dimensions of patient satisfaction in orthopaedics and digestive medicine, and to explore the factors influencing the satisfaction of patients in the two departments, and to compare their differences, to provide a reference for further improving the quality and fine management of medical services.METHODS: Referring to the satisfaction questionnaires of the United States and Australia and combining with the relevant policies of our country, we construct a questionnaire measurement index system based on the patient‘s medical experience, and investigated 915 digestive internal medicine inpatients and 532 orthopaedic inpatients in 10 tertiary A-level general hospitals in Province A in 2019, and analyzed questionnaires through spss24.0 software Validity test, descriptive statistics on the socio-demographic characteristics of the data, reasons for coming to the hospital and index scores, comparison of the differences in the dimensions and overall satisfaction of orthopaedic and digestive medicine using Mann-Whitney U-test, Kruskal-Wallis test, and multi-factor analysis using the two-category logistics analysis method.RESULTS: The overall satisfaction score of orthopaedic inpatients was 4.22, and that of digestive medicine inpatients was 4.17. The results of the Mann-Whitney U test showed that orthopaedic and digestive medicine patients in the diagnosis and treatment services, auxiliary diagnosis and treatment （Z=3.876, P=0.0001＜0.05）, service attitude （Z=2.005, P=0.045＜0.05） and the difference in satisfaction between environmental and logistics services （Z=3.445, P=0.001＜0.05） is statistically significant （Z=8.363,P=0.0001＜0.05）. The differences in the dimensions of inpatient services between orthopaedic and digestive inpatients （Z=0.503, P=0.615） and overall satisfaction （Z=1.598, P=0.110） were not statistically significant. The medical ethics and overall service flow of orthopaedic and digestive inpatients had a significant impact on the satisfaction of orthopaedic and digestive patients, the frequency of the attending physician‘s examination, the improvement of disease symptoms and the effectiveness of diagnosis and treatment had a significant effect on the satisfaction of orthopaedic patients, and the level of admission and physician skills had a significant impact on the satisfaction of patients in digestive medicine.CONCLUSION: The overall satisfaction of orthopaedic and intra-digestive inpatients is high, which can be further improved in many directions, such as logistics support, medical environment, cost control, timeliness of diagnosis and treatment, and so on, and further improve the patient experience; It is suggested to promote the fine management of departments, optimize service flow, strengthen the in-hospital guidance system, strengthen the management of medical expenses, pay attention to hospital toilets and meals and other medical environments.