杭州市听力障碍患者就医体验现状调研

Survey and research on present situation of medical experience for patients with hearing impairment in Hangzhou

目的了解杭州市听力障碍患者的就医体验现状。方法基于PZB理论模型、运用问卷对156例患者进行就医期望与实际体验的调查,采用个案访谈方法对145例患者家属及57名医护人员进行访谈。结果听力障碍患者就医过程中,期望与实际体验差异最明显的维度为"沟通",实际得分最高为"防感染意识"。听力障碍患者家属期望与实际体验差异在医疗技术和诊疗态度这两个方面较小,而对沟通方面较不满意。医护人员期望与实际体验差异最显著的是沟通时间和沟通方式。结论听力障碍患者就医过程中体验与期望差距最大的方面为沟通,医护人员在提供服务的过程中需要注意沟通的方式和技巧,提高沟通效果。

Objective To study the present situation of medical experience for patients with hearing impairment in Hangzhou.Method Investigate 156 patients on medical expectation and real experience by questionnaire based on PZB model.145 family members and 57 medical staff receive interview by case interview method.Result In the process of seeking medical treatment,the most significant difference between the expectation and actual experience is communication,The highest satisfaction was"Anti-infection awareness".The difference on medical technology and service attitude between expectation and real experience is little for family members.They are unsatisfied on communication.The difference on communication time and ways is the greatest between expectation and real experience for medical staff.Conclusion The difference on communication between medical expectation and real experience is the greatest for patients with hearing impairment.Medical staff should improve their ways and skills in medical service for better communication effect.