门诊患者就医关怀体验质性研究

Outpatient experiences of caring in the outpatient clinic： a qualitative research

目的了解门诊患者就诊过程中所感受到的关怀体验，为改善其就医体验提供依据。方法采用质性研究中的现象学研究法，深入访谈21名门诊患者，了解其就医感受。结果产生10项具有关怀体验的主题，包括热情耐心、细心周到、尊重他人、主动帮助、激励安慰、礼貌致歉、话语幽默、如实考虑、认真负责、环境人性化；同时获得5项缺乏关怀体验的主题，包括沟通不耐心、看诊不详细、服务不及时、提醒不主动、设施不够细节化。结论门诊患者关怀体验丰富，但也有缺乏关怀的体验。门诊管理者应定期监测患者的关怀需求变化情况及满意度，不断改善门诊关怀服务质量。

Objective To explore the outpatients＇ experience of caring and provide references for improving their experience of medical care. Methods The phenomenology research method was adopted in this study, and twenty-one outpatients were subject to an in-depth interview to learn their outpatient experiences. Results Ten themes of experience with caring were extracted as follows： passionate and patient, careful and considerate, respect for others, offers to help, encouraging and comforting, apologies and courteously, humor, truthful considerations, conscientious and responsible, and a caring environment setup. Five themes of experience without caring were extracted as follows： impatient communication, careless seeing of outpatients, delayed service, passive reminders, and facilities without enough details. Conclusions The outpatients may have abundant experiences of caring at the outpatient clinic,also lack of caring sometimes as well. Outpatient managers should keep an eye on outpatients＇ needs and satisfaction of caring from time to time, to improve the quality of outpatient service.