招募神秘患者开展门诊就诊体验调查的实践探索

Enrollment of mystery patients for outpatient experience survey

目的通过神秘患者对门诊就医全流程进行体验调查,寻找改进机会点,以提升患者就医体验。方法招募4名神秘患者,设计4条患者体验路径,寻找患者体验旅程中的痛点和机会点,为进行质量改进提供参考。结果共发现12个痛点,归纳为4个方面:智慧医疗线上服务功能不完善、患者等候时间长、患者隐私保护不到位、门诊硬件设施待改善。结论神秘患者调查是医院开展第三方满意度调查的有效补充,通过患者对各流程站点的体验记录,能更好地帮助医院发现问题,查找痛点,持续改进服务质量。

Objective To enroll mystery patients(MPs)to conduct a survey on the whole-process experience in outpatient visits in an attempt to find shortcomings and improve patient satisfaction with outpatient visits.Methods Four MPs were recruited.Four patient experience paths were designed to identify the pain points and opportunities during their outpatient visits,so as to provide reference for making quality improvements.Results A total of 12 pain points were identified,which were categorized into four aspects:imperfect functions of the smart healthcare online services,long waiting time,poor patient privacy protection,and defective outpatient hardware/facilities.Conclusions The MP survey is an effective supplement to the third-party satisfaction survey conducted by hospitals The records on patients'experience at each process site can assist hospitals in identifying problems and pain points,and improving the service quality in a more sustainable manner.