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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:

第25卷

期数:

2018年04期

页码:

018-21

栏目:

特别关注

出版日期:

2018-07-28

文章信息/Info

作者:

王怡憬 翁雯瑾 朱晓珺 胡潇泓 陆晔峰 杨艳

上海交通大学医学院附属仁济医院

关键词:

日间手术病房; 患者就医体验; 患者满意度

Keywords:

Ambulatory Surgery Ward; Patient Medical Experience; Patient Satisfaction

DOI:

10.13912/j.cnki.chqm.2018.25.4.06

摘要:

目的调查上海某三甲医院日间病房患者的就医体验，剖析就医体验的影响因素，探索管理流程中存在的问题，为改善患者就医体验、提升医院的医疗服务品质提供理论依据。方法采用住院患者体验量表（IPEQ）进行问卷调查。具体应用均数、频数对数据进行统计描述，应用t检验、方差分析对数据进行统计推断。结果患者总体体验平均分为115.7，处于“满意至很满意”之间，总体满意平均分为90.0，表示患者对日间病房服务整体满意或很满意。年龄因素在“等待时间过长”项上显示出了有统计学意义的趋势（P=0.073）；“是否本市患者”因素在A11项（即“除谈论病情外，医务人员和我没有其他话题”）上差异有统计学意义，P=0.048；文化程度因素在A26项（即“医务人员详细地告诉我在患病期间应注意的事项”）上差异有统计学意义，P=0.015。结论该院日间病房患者总体就医体验较好，“是否为本市患者”及“文化程度”是就医体验的影响因素，需提供针对性护理措施，注重人文关怀，继续完善和优化日间手术服务流程结构，提升服务质量。

Abstract:

ObjectiveTo investigate the medical experience of patients in ambulatory surgery wards of a tertiary hospital in Shanghai, analyze the influencing factors on medical experience, explore problems in management processes, and provide theoretical evidence for improving patients' medical experience and improving hospital medical service quality.MethodsA questionnaire survey was conducted using the Inpatient Patient Experience Scale (IPEQ). The statistical description used mean and frequency, statistical inference used the t-test and analysis of variance.ResultsThe overall experience of the patients was 115.7, which was between “satisfied” and “very satisfied”. The overall satisfaction level was 90.0, indicating that patients were generally satisfied or very satisfied with the ambulatory ward service. The factor of age showed a statistically significant trend (P=0.073) on the item of “long waiting time”; the factor of “whether the patient is from this city” had statistically significant on item A11 (“in addition to talking about the condition, the medical staff and I have no other topics") with P= 0.048; and the cultural factor was statistically significant in the A26 item ("medical personnel told me in detail what should be noted during the illness"), with P= 0.015.Conclusion The overall medical experience of patients in the ambulatory ward of the hospital was generally good. “Whether it is a local patient” and “educational level” were the influencing factors of the medical experience, which needed to make targeted nursing measures, pay attention to humane care, and continue to improve and optimize the ambulatory surgery service flow structure to improve service quality.

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更新日期/Last Update: 2018-07-28