三级甲等综合医院住院患者就医服务体验及需求的质性研究

Qualitative research on the service experience and medical needs of patients hospitalized in three general hospitals

目的：探讨三级甲等综合医院住院患者就医服务体验及需求。方法对17例住院患者进行半结构访谈，应用现象学方法分析资料。结果三级甲等综合医院住院患者就医服务体验及需求可归纳为五个主题群：对医务工作者技术和态度的体验和需求；对医疗服务信息的体验和需求；对个人情感的体验和需求；对住院环境及配套设施的体验和需求；对住院流程的体验和需求。结论我们应改善流程、认真落实来改善住院患者的就医体验和满足就医需求。

Objective To investigate the inpatient′s service experience and medical requirements in level three class A general hospital. Methods Semi-structured interviews were conducted with 17 inpatients and data were phenomenology analyzed. Results The medical service experience and demands of hospitalized patients in level three class A general hospitals can be divided into five thematic groups：the technique and attitude of the medical workers experience and needs; the experiences and requirements to the medical service information; to personal emotional experience and needs; of the environment and supporting facilities of the experience and the needs of the hospitalized;the flow experience and needs of the hospitalized. Conclusions The process should be improved and conscientiously implement to improve the inpatient medical experience and meet the needs of their medical treatment.