一院多区差异法管理对提升患者就医体验的效果研究

Study on the effect of differentiated management in a multi-campus hospital for improving patient experience

目的探讨并实践一院多区差异法管理,以提升患者的就医体验及满意度,实现同质化管理目标。方法2021年12月,应用Picker患者体验量表调查杭州市某三级甲等医院3个院区患者的就医体验,并分析差异的原因。在政策文件学习、专题小组讨论、专家会议的基础上,形成一院多区差异法管理策略。比较管理策略应用前(2021年12月)与应用后(2023年12月)患者的就医体验及满意度。结果一院多区差异法管理策略应用后3个院区患者就医体验得分为(58.54±2.36)分,高于管理策略应用前的(58.13±3.24)分(t=-3.223,P=0.001),3个院区患者间比较,差异无统计学意义(F=0.781,P=0.458);管理策略应用后3个院区患者对医院整体的满意度得分为(98.44±6.22)分,高于管理策略应用前的(97.98±6.87)分(t=-2.490,P=0.013),3个院区患者间比较,差异无统计学意义(F=1.128,P=0.324);3个院区收到锦旗、表扬信的数量由应用前的1661件提升至应用后的2190件,增长率为31.85%。结论一院多区差异法管理策略以差异管理为手段、同质化要求为目标,具有良好的实践性,可提升一院多区患者的就医体验和满意度。

Objective To explore and implement a differentiated management strategy for multi-campus hospitals to improve patient experience and satisfaction,and achieve the goal of homogenized management.Methods In December 2021,the Picker Patient Experience Questionnaire was used to survey the patient experience at 3 campuses of a tertiary A hospital in Hangzhou,and the reasons for the differences were analyzed.Based on policy document reviews,special group discussions,and expert meetings,differentiated management strategy for multi-campus hospitals was formulated.The patient experience and satisfaction before(December 2021)and after(December 2023)the implementation were compared.Results After the application of the one-hospital multi-campus difference management strategy,the overall medical experience score of the patients in the 3 campus was(58.54±2.36)points,which was higher than(58.13±3.24)points before the application(t=-3.223,P=0.001),and there was no statistically significant differences among the patients in the 3 campuses(F=0.781,P=0.458).After the application of the management strategy,the overall satisfaction score of the patients in the 3 campus was(98.44±6.22)points,which was higher than(97.98±6.87)points before the application of the management strategy(t=-2.490,P=0.013),and there was no statistical significance among the patients in the 3 campus(F=1.128,P=0.324).The number of banners and letters of commendation received by the 3 campuses increased from 1661 before the application to 2190 after the application,with a growth rate of 31.85%.Conclusion Differentiated management in a multi-campus hospital,aiming at homogenized quality through differentiated strategies,is practicable and can significantly improve the patient experience and satisfaction across different campuses.