南水北调水源区二级甲等医院住院患者就医体验关键驱动因素分析

Analysis of Key Factors Driving Medical Experience of Inpatients in a Second Class Hospital in the Water Source Area of South-to-North Water Transfer Project

目的针对住院患者就医体验关键驱动因素进行重要性矩阵分析,以利于找到改进医疗服务质量的切入点,为提升南水北调水源区医院整体医疗服务质量提供科学合理的举措依据。方法对南水北调水源区某二甲医院473名住院患者进行电子问卷测评,采用重要性矩阵分析方法进行住院患者就医体验关键驱动因素分析。结果医院住院患者总体满意度为94.90%。在护理服务模块需要优先改进“医护人员保护隐私”“医护人员关心病人不适”“护士健康宣教及心理指导”“护士介绍操作目的及注意事项”“护士技术水平”“医护人员介绍用药方法”。在医疗服务模块需优先改进“医生安排手术的效率”“术前医生告知手术目的方案和风险”“术前麻醉医师告知麻醉方式”。在辅检服务模块需要优先改进的因素为“超声预约等候时间”。在综合管理模块需要医院大力改进“医疗费用感知”“医院膳食服务”。结论案例医院住院患者就医体验总体满意度较好。护士服务态度和技术水平、护士健教、心理指导、患者隐私保护、手术及麻醉告知、放射及超声检查预约等候环节、膳食服务、安保服务和医疗费用是二甲医院需要优先改进的关键驱动因素。

Objective This paper analyzed the importance matrix of the key driving factors of inpatients'medical experience,in order to find the starting point to improve the quality of medical service,and put forward the scientific and reasonable measure basis for improving the overall medical service quality of the hospital in the Water Source area of South-to-North Water Transfer Project.Methods In this study,473 inpatients in a county grade IIA general hospital in the water source area of the South-to-North Water Transfer Project were investigated by electronic questionnaire.The importance matrix analysis method was used to analyze the key driving factors of inpatients'medical experience.Results The overall satisfaction rate of hospital inpatients was 94.90%.In the nursing service module,priority should be given to improving"medical staff to protect privacy","medical staff concerned about patient discomfort","health education and psychological guidance","nurse introduction operation purpose and matters needing attention","nurse technical level","the medical staff introduces the method of drug use".In the medical service modu-le,priority should be given to improving"the efficiency of the doctor in arranging the operation","the doctor informed the purpose,plan and risk of the operation before the operation",and"the anesthesiologist informed the anae-sthesia before the operation".The priority factor to be improved in the auxiliary inspection service module was"ultrasonic appointment waiting time".In the comprehensive management module,the hospital needed to make great efforts to improve the"medical cost perception"and"hospital dietary service".Conclusion The overall satisfaction rate of inpatients in a county grade IIA general hospital is good.Nurses'service attitude and technical level,health edu-cation and psychological guidance,patient privacy protection,surgical and anesthetic notification,radiation and ultrasound appointment waiting session,dietary service,security service,medical cost are the key driver for priority improvement in second-class hospitals.