我国三级公立医院住院患者满意度的调查报告

Inpatient experiences:major findings from the third-party evaluations of the China Healthcare Improvement Initiative

目的:总结全国"进一步改善医疗服务行动计划"落实情况,分析住院患者就医体验的改善进展、成效和仍存在的问题,为下一步改善医疗服务行动提供参考。方法:基于全国"进一步改善医疗服务行动计划"2016-2019年连续四次的第三方评估之住院患者调查结果,对相同指标调查结果进行比较和描述性分析。结果:住院患者平均等待入院时长为3天,绝大多数是本院直接收治,出院去向是回家;住院患者总体满意度较高,高于门诊患者满意度,对诊疗服务和护理服务的满意度连续四年高于对就医流程和住院环境的体验;改善医疗服务成效最大的是患者向医院反映有关问题的渠道更加通畅和让患者对住院费用的理解更加明晰,改善成效相对较小的是入院手续和出院流程及医院膳食质量。结论:下一步针对住院服务的改善行动应重视就医流程和医院膳食等非技术性服务。

Objective: To summarize the implementation of the China Healthcare Improvement Initiative, to analyze the progress, improvement, and problems of inpatient experience, and to advise the next steps in healthcare improvement. Methods: Based on the inpatient surveys of the four rounds of the Third-party Evaluations of the China Healthcare Improvement Initiative, we conducted a descriptive analysis of inpatient experience and satisfaction to the same indicators adopted in the 4 rounds of evaluations. Results: The average waiting time for admission was three days. Most inpatients were directly admitted into hospitals, and returned home after being discharged. Inpatients reported higher satisfaction than outpatients, and their satisfaction scores on medical services and nursing services were higher than that on process management and hospital environment in four consecutive years during 2016-2019. The improvements in mechanism and channel for patient praise and complain and patient informed medical bills were evident, while the improvements in hospital dietary and admission and discharge procedures needed to be further strengthened. Conclusion: More attention should be paid to the improvement of the non-medical care, such as process management and hospital environment.