基于社区卫生服务机构的患者体验影响因素分析

Analysis of the influencing factors of patients’ experience based on community health services

我国正大力推行建立分级诊疗制度,提升社区卫生服务机构的患者就医体验是重要组成部分。文章运用患者体验理论,采用简单随机抽样的方式选取R市X区的62家社区卫生服务机构的2054名就医患者作为调查对象,采用Likert5级量表对患者体验指标进行评分,从10个流程环节计算患者体验度,通过对比研究法分析问题环节。结果显示,社区卫生服务机构在挂号收费、候诊时间、投诉环节、患者隐私保护及辅助检查等流程环节患者体验度均较低。提高服务质量、优化服务流程是提升患者体验的根本方法。同时加强社区卫生服务人员对患者体验的认知,加强患者隐私保护,畅通投诉通道,也有助于提升社区患者体验。

China is vigorously promoting tiered.system of diagnosis and treatment, and improving patients’ experience in community health service institutions is an important part. Using Patients’experience theory, this study used the way of simple random sampling to select 2 054 patients from 62 community health service institutions of R city X district as the research objects, and Likert5 scale was used to score the patient’s experience indicators. The patients’experience degree was calculated from 10 process links, and the problem links were analyzed through the comparative study method. The results showed that the patients’experience was low in the processes of registration fee, waiting time, complaint, patient privacy protection and auxiliary examination for the community health service agencies. Improving service quality and optimizing service process are fundamental methods to improve patients’experience. At the same time, strengthening the awareness of community health service personnel on patients’experience, strengthening the privacy protection of patients and clearing the complaint channel will also help to improve the community patients’experience.