公立医院规范患者陪诊服务的关键要素分析

Analysis on Key Elements of Standardizing Patient Accompaniment Services in Public Hospitals

目的研究并明确公立医院规范患者陪诊服务的关键要素,以提高患者陪诊体验。方法随机选取上海16家公立医院中的1070名患者为调查对象进行问卷调查,采用描述性统计、二元logistic回归模型和多元线性回归分析,分析患者陪诊服务使用意愿影响因素。结果愿意使用陪诊服务的患者占调查总人数的22.8%。二元logistic回归分析结果显示,患者的性别、学历对陪诊服务的使用意愿均产生正向影响(回归系数分别为0.312、0.991,P<0.001),患者居住地对陪诊服务的使用意愿产生负向影响(回归系数为-0.030,P<0.001)。患者使用顾虑主要是“信任问题”“陪诊人员专业医护背景”“收费问题”,对使用意愿均产生影响(P<0.001)。多重线性回归分析结果显示,患者的认知水平和满意度对使用意愿均产生正向影响。结论目前,患者对陪诊服务的总体认知不足,使用意愿不高,公立医院可从陪诊服务质量和安全问题、陪诊人员专业素质以及建立监管反馈机制等方面入手规范陪诊服务,提高患者满意度,减轻医疗服务压力。

Objective To conduct an in-depth study and identify key elements for standardizing patient accompaniment services in public hospitals,with the aim of improving the patient accompaniment experience,enhancing healthcare quality,and optimizing healthcare management.Methods A questionnaire survey was conducted with 1070 patients randomly selected from 16 public hospitals in Shanghai.Descriptive statistics,binary logistic regression models,and multiple linear regression analyses were employed to analyze the factors influencing patients'willingness to use accompaniment services.Results Among the surveyed patients,22.8% expressed willingness to use escort services.The results of binary logistic regression analysis indicated that patients'gender and education level had a positive impact on their willingness to use escort services(with regression coefficients of0.312 and 0.991,respectively,P<0.001).Additionally,patients'place of residence had a negative influence on their willingness to use escort services(with a regression coefficient of-0.030,P<0.001).Patient concerns,including“trust issues”,“professional backgrounds of escort personnel”,and“fee-related concerns”,significantly affected their willingness to use escort services(P<0.001).The results of multiple linear regression analysis revealed that patients'awareness and satisfaction positively influenced their willingness to use escort services.Conclusion Currently,patients have limited overall awareness of accompaniment services,and their willingness to use them is relatively low.Public hospitals can enhance patient satisfaction and alleviate healthcare service pressures by standardizing accompaniment services,addressing issues related to service quality and safety,enhancing the professionalism of accompaniment personnel,and establishing regulatory feedback mechanisms.