[1]陈安利兰久王吉善.利用存在现象学定性研究患者满意度的体验元素[J].中国卫生质量管理,2016,23(05):1-4.[doi:10.13912/j.cnki.chqm.2016.23.5.01]

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利用存在现象学定性研究患者满意度的体验元素

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R] 卷: 第23卷期数: 2016年05期页码: 1-4 栏目: 特别关注出版日期: 2016-09-28

作者:: 陈安1利兰久1王吉善2; 1阿尔托大学医疗服务设计管理研究中心,2国家卫生计生委医院管理研究所

关键词:: 患者满意度; 患者体验; 体验元素; 质量研究; 存在现象学

Keywords:: Patient Satisfaction; Patient Experience; Experience Element; Quality Study; Existential-Phenomenology

DOI:: 10.13912/j.cnki.chqm.2016.23.5.01

摘要:: 目的挖掘患者对医疗服务满意度的体验元素，提高对患者满意度的认识。方法共访谈30 名近3年内在中国和芬兰均有就医经历的中国人。使用Atlas.ti软件对数据进行录入、处理和分析。资料分析主要采用主题分析法。结果访谈对象所反映出的体验模式基本一致。从访谈资料中发现，频度最高的4个体验要素包括“根治感”“安全感”“被关怀感”以及“合作感”。结论患者满意度是由不同的体验元素组成。要真正了解并提高患者对医疗服务的满意度，必须从患者角度深刻认识这些体验元素，深入探索组成元素的本体、认知、动态和技术等层面，有针对性地改善服务模式和方式，最终提高患者对医疗服务的满意度。

Abstract:: ObjectiveTo investigate the experience elements of patient satisfaction on medical services in order to improve understanding of patient satisfaction. MethodThe study interviewed 30 Chinese participants with the medical care experience in both China and Finland within nearly three years. Atlas.ti tool was used for data entry, processing and analysis. The main data analysis method was thematic analysis.ResultThe experience mode on patient satisfaction reflected by the interviewee was basically the same. From the interviews, the top four experience elements directly related to patient satisfaction were "cure", "security", "cared feeling" and "cooperation". In medical practice, the ways and means to improve these four aspects experience were also reflected in the data.ConclusionPatient satisfaction consists of different experience elements. To really understand and improve patient satisfaction with medical service, these experiences elements must be deeply understood from the patient perspective, and patient satisfaction and the constituent elements of the ontology, cognition, dynamic and technical levels should be in-depth explored. Furthermore, service mode and manner should be improved, to ultimately improve patient satisfaction with medical service.

参考文献/References:

［1］Azam M, Rahman Z, Talib F, et al. A critical study of quality parameters in health care establishment: developing an integrated quality model［J］. Int J Health Care Qual Assur, 2012,25(5): 387-402.

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更新日期/Last Update: 2016-09-28