[1]赖嘉微宋慧娟肖凤任英李爽廖少娜庄伟欢谢亭平.住院患者就医体验调查分析与研究[J].中国卫生质量管理,2022,29(04):53-57.[doi:10.13912/j.cnki.chqm.2022.29.4.15 ]
　LAI Jiawei,SONG Huijuan,XIAO Feng.Investigation of Inpatients' Medical Experience[J].Chinese Health Quality Management,2022,29(04):53-57.[doi:10.13912/j.cnki.chqm.2022.29.4.15 ]

点击复制

住院患者就医体验调查分析与研究

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R] 卷: 第29卷期数: 2022年04期页码: 53-57 栏目: 服务质量出版日期: 2022-04-28

Title:: Investigation of Inpatients' Medical Experience

作者:: 赖嘉微宋慧娟肖凤任英李爽廖少娜庄伟欢谢亭平; 南方医科大学南方医院

Author(s):: LAI Jiawei; SONG Huijuan; XIAO Feng; Nanfang Hospital, Southern Medical University

关键词:: 住院患者; 就医体验; HCAHPS; 三甲医院; 出院患者; 服务质量

Keywords:: Inpatients; Medical Experience; Hospital Consumer Assessment of Healthcare Providers and Systems(HCAHPS); Tertiary Level-A Hospital; Discharged Patients; Service Quality

分类号:: R197.323

DOI:: 10.13912/j.cnki.chqm.2022.29.4.15

文献标志码:: B

摘要:: 目的调查广东省某三甲医院患者就医体验，为改善医院服务质量提供参考。方法采用中文改良版HCAHPS患者就医体验调查表，于2020年7月3日-8月1日对广东省某三甲医院242名预出院患者进行调查，将结果与美国医院患者就医体验进行比较。结果66.94%的患者就医体验感较好（9分～10分），42.98%的患者表示十分愿意向他人推荐该院。出院指导、医患沟通、护患沟通正性回答率较高，均超过70%；过渡护理正性回答率最低（22.31%）。但患者就医体验整体水平与美国医院相比仍有一定差距。结论该院患者医疗服务体验感水平整体较高，但仍需针对患者反馈结果，改进医护患沟通、出院指导、疼痛管理、用药沟通、医院环境、需求应答、过渡护理等服务质量。

Abstract:: ObjectiveTo investigate the medical experience of patients in a tertiary level-A hospital in Guangdong Province, and to provide reference for improving hospital service quality.Methods242 pre-discharged patients in a tertiary level-A hospital in Guangdong were investigated by using the HCAHPS patient experience questionnaire in Chinese modified version from July 3 to August 1, 2020, and the results were compared with the patient experience in American hospitals.Results66.94% patients had a good medical experience (9~10 points), and 42.98% patients were willing to recommend the hospital to others. The positive response rates of discharge guidance, doctor-patient communication and nurse-patient communication were higher than 70%. Transitional nursing had the lowest positive response rate (22.31%). However, there was still a gap between the overall level of patients' medical experience and that of American hospitals.Conclusion The overall level of medical service experience of patients in the hospital was high, but it was still necessary to refine and improve the service measures such as patient-nurse communication, discharge guidance, pain management, medication communication, hospital environment, demand response and transitional care according to the feedback results of patients.

参考文献/References:

［1］World Bank Group,World Health Organization,Ministry of Finane,et al. Deepening health reform in China : building high-quality and value-based service delivery - policy summary［EB/OL］. （2016-07-22）［2021-04-21］.http://documents.worldbank.org/curated/en. ［2］翟晓辉,褚湜婧,高学成.以微信为载体的患者满意度调查［J］.中国卫生质量管理,2020,27(3):66-68. ［3］王菲,李春鹏,赵健.医院开展患者就医体验管理的思考与展望［J］.中国卫生质量管理,2018,25(4):67-69. ［4］程倩秋，刘可，尤黎明，等. 全国二、三级医院住院患者满意度及其影响因素的研究［J］. 中国护理管理，2016，16(11): 1482-1488. ［5］黄楚青. 足三里穴位敷贴联合耳穴按压促进肝细胞癌术后胃肠功能恢复效果的临床研究［D］.南宁：广西医科大学,2018. ［6］张前，陈俊伶，张祖涵，等. 美国医院住院患者体验调查项目实施情况分析［J］. 医学与社会，2020，33(4): 10-14. ［7］王继东，徐飞，孙凤营，等. 应用HCAHPS满意度调查提升医院管理品质［J］. 现代医院管理，2019，17(3): 38-41. ［8］吴力力，蔡永新，潘可平. 应用HCAHPS对某医院患者就医体验的调查与分析［J］. 医院管理论坛，2017，34(4): 25-27. ［9］Xesfingi S, Vozikis A.Patient satisfaction with the healthcare system: assessing the impact of socio-economic and healthcare provision factors［J］. BMC Health Serv Res，2016，16: 94. ［10］陈夏瑜,周竞奋,华海应.美国延续性护理模式发展现况及对我国的启示［J］.护理研究,2021,35(18):3293-3297. ［11］戴安，左吉玲，敖博，等. 过渡性护理模式的研究进展［J］. 牡丹江医学院学报，2019，40(4): 110-114. ［12］Hod R, Maimon O, Zimlichman E.Does care transition matter? Exploring the newly published HCAHPS measure［J］. Am J Med Qual,2020,35(5):380-387.�?倓［13］Palacio A，Garay D，Langer B，et al. Motivational interviewing improves medication adherence: a systematic review and meta-analysis［J］. J Gen Intern Med，2016，31(8): 929-940. ［14］Peter D，Robinson P，Jordan M，et al. Reducing readmissions using teach-back: enhancing patient and family education［J］. J Nurs Adm，2015，45(1): 35-42. ［15］Chan AHY，Aspden T，Brackley K，et al. What information do patients want about their medicines? An exploration of the perspectives of general medicine inpatients［J］. BMC Health Serv Res，2020，20(1): 1131.［16］Mcfarland DC，Shen MJ，Parker P，et al. Does hospital size affect patient satisfaction［J］. Qual Manag Health Care，2017，26(4): 205-209. ［17］彭江波，徐明芳，熊功友，等. “7S”管理应用于医院管理的效果评价［J］. 现代医院管理，2021，19(3):42-44. ［18］Flowers K，Wright K，Langdon R，et al. Intentional rounding: facilitators, benefits and barriers［J］. J Clin Nurs，2016，25(9-10): 1346-1355. ［19］张月嵘,陈劼,万园园,等.小儿围术期镇痛管理现状及效果研究［J］.护士进修杂志,2019,34(16):1441-1444. ［20］徐宝川.外科病房疼痛管理与出院满意度相关性研究［J］.国际护理学杂志,2020,39(15):2724-2726. ［21］Rosa WE. Transcultural pain management: theory, practice, and nurse-client partnerships［J］. Pain Manag Nurs，2018，19(1): 23-33.［22］孙俊杰,李双庆.综合性三级甲等医院全科门诊患者就诊体验及影响因素研究［J］.中国全科医学,2018,21(7):774-777. ［23］Fioretti C，Mazzocco K，Riva S，et al. Research studies on patients' illness experience using the Narrative Medicine approach: a systematic review［J］. BMJ Open，2016，6(7): e011220. ［24］Yao M，Finnikin S，Cheng KK. Call for shared decision making in China: challenges and opportunities［J］.Z Evid Fortbild Qual Gesundhwes，2017，123: 32-35.

相似文献/References:

[1]江丽丽,孔桂兰,殷晓峰,等.住院患者满意度综合评价[J].中国卫生质量管理,2016,23(02):53.[doi:10.13912/j.cnki.chqm.2016.23.2.18]
[2]胡艳丽,邵军,陈阳生.住院患者满意度实证分析[J].中国卫生质量管理,2016,23(03):53.[doi:10.13912/j.cnki.chqm.2016.23.3.16]
[3]李翠萍.提高住院患者保留灌肠有效率[J].中国卫生质量管理,2016,23(03):74.[doi:10.13912/j.cnki.chqm.2016.23.3.22]
[4]明星辰方孝梅罗勤付萍邓琼吴平勇杨骁.3 574例超长住院日病例分析与改进建议[J].中国卫生质量管理,2017,24(04):25.[doi:10.13912/j.cnki.chqm.2017.24.4.10]
[5]王洪王妮刘文艳刘红蕾陈卉.2002年－2013年某市常见慢性病患者住院指标分析[J].中国卫生质量管理,2017,24(04):29.[doi:10.13912/j.cnki.chqm.2017.24.4.11]
[6]何红梅赖福英黄丽张静智汤建华.应用FMEA降低住院患者消化内镜检查风险[J].中国卫生质量管理,2017,24(04):41.[doi:10.13912/j.cnki.chqm.2017.24.4.16]
[7]王笑君刘国庆沈汉斌胡牧李迎张斌向毅赵亮卢钰付霆潘文晶.医联体内分级诊疗DRGs实证研究[J].中国卫生质量管理,2018,25(06):44.[doi:10.13912/j.cnki.chqm.2018.25.6.15]
[8]孙博耿捷阮英轶陈素兰刘雷王东光.住院患者自杀干预机制研究与应用[J].中国卫生质量管理,2019,26(01):53.[doi:10.13912/j.cnki.chqm.2019.26.1.17]
[9]吴志军尚文涵简伟研么莉张海燕.我国住院患者跌倒发生率现状分析：基于490家三级甲等医院的调查[J].中国卫生质量管理,2019,26(03):14.[doi:10.13912/j.cnki.chqm.2019.26.3.04]
[10]姚瑶陈冬林李妙王敏邹茜.基于有限理性的住院患者信任度评价量表研制[J].中国卫生质量管理,2019,26(03):79.[doi:10.13912/j.cnki.chqm.2019.26.3.22]

更新日期/Last Update: 2022-04-28