郑州市综合医院门诊成年患者就医体验及影响因素研究

Medical experience and its influencing factors of adult outpatients in general hospitals of Zhengzhou

目的探析综合医院门诊成年患者就医体验及影响因素。方法以2020年7月至2021年2月期间在郑州市某医院门诊就诊的≥18岁就诊者为研究对象进行就医体验问卷调查,采用描述流行病学分析方法对就诊者就医体验进行分析,并采用单、多因素分析方法对就诊者就医体验影响因素进行分析。结果本研究实际调查门诊患者659例,回收有效调查表621份,有效率94.23%,其中579例(93.24%)对本次门诊就医体验满意。多因素Logistic回归分析结果显示,自助服务便捷性(OR=0.542、0.493)、医疗流程信息(OR=0.742)、就诊等待时间(OR=0.645)、与医生交流病情时间(OR=0.318)、医生未倾听患者自述病情(OR=0.613)、医生服务态度(OR=0.562)、医生向患者解释病情情况(OR=0.512、0.528)、医生告知患者检查结果/治疗方案情况(OR=0.563、0.518),门诊总费用(OR=0.476、0.493)为门诊患者就医体验影响因素。结论就医秩序、就医流程、候诊效率、医患沟通交流、医疗实际费用是影响门诊患者就医体验的影响因素,建议加强医院门诊就医秩序、流程、医疗费用的管理,树立以患者为中心的服务理念,耐心倾听患者诉求,促进医患沟通,提高就医体验。

Objective To analyze the medical experience and its influencing factors of adult outpatients in general hospitals.Methods The medical experience questionnaire survey was conducted on patients≥18 years of age who were in the outpatient clinic of a hospital in Zhengzhou from July 2020 to February 2021.The medical experience of the outpatients was analyzed by the descriptive epidemiological analysis method,and the influencing factors of the medical experience were analyzed by univariate and multivariate analysis methods.Results In this study,659 outpatients were actually investigated,and 621 valid questionnaires were retrieved,with an effective rate of 94.23%.Among them,579 cases(93.24%)were satisfied with the experience of this outpatient visit.Multivariate Logistic regression analysis showed that self-service convenience(OR=0.542,0.493),medical process information(OR=0.742),waiting time for consultation(OR=0.645),time to communicate with doctors(OR=0.318),doctors didn’t listen to the patient‘s self-reported condition(OR=0.613),the doctor’s service attitude(OR=0.562),the doctor explained the condition to the patient(OR=0.512,0.528),and the doctor informed the patient of the examination results and treatment plan(OR=0.563,0.518),the total outpatient cost(OR=0.476,0.493)were the influencing factors of medical experience in outpatients.Conclusion Medical order,medical process,waiting efficiency,doctor-patient communication,and actual medical expenses are influencing factors that affect the experience of outpatients.It is recommended to strengthen the management of hospital outpatient medical order,process,and medical expenses,and establish a patient-centered service concept,patiently listen to the demands of patients,promote communication between doctors and patients,and improve medical experience.