三甲医院门诊患者尴尬情绪常见原因及缓解对策探析

Study on the Common Causes and Mitigation Strategies of Outpatient Embarrassment in Grade-A Tertiary Hospital

为改善门诊患者就医体验,通过探讨门诊患者尴尬情绪的非医疗技术原因及缓解方法,尝试以此减少普遍的消极情绪为突破口来优化门诊服务质量。采用自编问卷随机调查深圳市民在三甲医院门诊就医时感到尴尬的情形,受访者认为被其他患者围观(74.20%)、被异性医生检查(65.49%)、医生不耐烦的态度(66.50%)为最容易诱发尴尬的因素,引发尴尬的原因主要体现在就诊环境、医生属性、沟通三个方面;同时,风格平和的医生(82.75%)、医生耐心解释并安慰(69.85%)、提前被告知隐私检查(68.86%)能相对有效地缓解尴尬。建议优化门诊环境,保护患者在隐私方面的安全感,保持良好的沟通态度,运用积极的处理措施,对不同群体提供个性化服务,减少患者尴尬情绪对就医体验的负面影响。

In order to improve the medical experience of outpatients,this paper discussed the non-medical technology causes and mitigation methods of outpatient embarrassment,and tried to reduce this common negative emotion as a breakthrough to optimize the quality of outpatient service.A self-designed questionnaire was used to randomly investigate the embarrassing situation of Shenzhen citizens when they went to the outpatient department of the grade-A tertiary hospital.The results showed that the common causes of embarrassment are being stared by other patients(74.20%);being diagnosed by a heterosexual doctor(65.49%);being treated with an impatient attitude(66.50%).The causes of embarrassment were mainly in three aspects:medical environment,doctor attributes and communication.At the same time,doctors with gentle style(82.75%),doctors who patiently explained and comforted(69.85%)and informed of privacy examination in advance(68.86%)can relatively effectively alleviate embarrassment.It is suggested to reduce the negative impact of patients’embarrassment on the medical experience through the way of optimize the outpatient environment,protect patients’sense of security in privacy,maintain a good communication attitude,exert positive mitigation strategies;offer individualized service for different patient groups.