摘要
以合肥市两家县级医院2019年3-4月的住院患者作为研究对象,采取现场问卷调查的方式了解住院患者就医体验情况和影响因素。结果显示,住院患者在服务态度维度得分最高[(4.38±0.64)分],医疗费用维度得分最低[(2.80±0.62)分],总体就医体验得分为(4.31±0.59)分。影响患者体验的自身因素包括就诊科室、自评情绪状况;医院相关因素包括医生查房时询问病情详细、病房干净、医疗价格、入院手续方便、安排出院服务、介绍药物不良反应、医生诊疗水平等。因此,县级公立医院可以通过提高收费透明度、改善医院环境、加强信息化建设等方面改善患者的就医体验。
In this study,two county hospitals in Hefei were selected as the subjects to understand the experience and influencing factors of inpatients from March to April 2019.The results showed that inpatients have the highest scores in“service attitude”(4.38±0.64)and the lowest scores in“medical expenses”(2.80±0.62).The overall experience scores were 4.31±0.59.The influencing factors of patient’s experience included clinic department and self⁃evaluation of emotional condition.The hospital⁃related factors included illness inquires,the ward environment,the medical price,the admission procedure,the discharge service arrangement,the medicine explanation and the treatment level of doctor’s diagnosis.It is suggested to improve the patient experience by increasing fee transparency,improving the hospital environment,and strengthening information construction in county⁃level public hospital.
作者
马倩
肖锦铖
MA Qian;XIAO Jincheng(School of Health Management,Anhui Medical University,Hefei 230032,China)
出处
《南京医科大学学报（社会科学版）》
2020年第3期225-230,共6页
Journal of Nanjing Medical University（Social Sciences）
基金
国家社会科学基金“公立医院公益性评价的分层动态研究”(15BGL190)。
关键词
患者体验
公立医院
影响因素
patient experience
public hospital
influencing factor
