医院志愿服务改善门诊就医体验实践探讨

Discussion on the practice of volunteer service promoting outpatient experience

在医改新形势下,医院根据患者就医选择、就医需求、就医行为和就医心理等现状,进一步改善患者就医体验,开展志愿服务在医院的活动。规范医院志愿服务管理,采取多种志愿服务形式,为门诊患者提供非医疗服务内容。通过调查患者满意度,反馈患者就医体验。实践证明,医院志愿服务是改善患者就医体验的重要措施之一,是发现患者就医体验存在问题的有效方法之一,是补充医患沟通不足的重要渠道之一。

Under the new situation of healthcare reform, volunteer service on further improving patient experience according to patient's selection, medical demands, patient's action and their mental status were carried out in Xuanwu Hospital. By regulating volunteer action and developing various non-medical service, the effectiveness of volunteer service were assessment by patient satisfaction questionnaire. It showed that volunteer service was an important countermeasure on finding out hidden problem, improving patient experience and strengthening hospital patient communication.