县级公立医院患者体验评价:基于Picker患者体验量表的实证研究  

Evaluation of patient experience in county-level public hospitals in China: An empirical study based on Picker's Patient's Experience Scale

作　　者：王黔艳 周亚旭[2] 方鹏骞[3] 

机构地区：[1]华中科技大学同济医学院附属梨园医院,湖北省武汉市武昌区东湖梨园430077 [2]华中科技大学同济医学院医药卫生管理学院 [3]华中科技大学同济医学院

出　　处：《中国医院》2017年第9期20-22,共3页Chinese Hospitals

基　　金：国家社科基金重大项目(15ZDC037);美国中华医学基金会资助(CMB15-223)

摘　　要：目的:分析国内县级公立医院患者体验现状,为医院改善患者体验提供建议。方法:利用Picker患者体验量表(PPE-15)对4所县级公立医院的427位患者进行现场问卷调查。运用方差分析、描述性统计、相关分析等方法对数据进行统计分析。结果:患者忠诚度与患者体验总体评价具有强相关性,患者体验总体评价越高,患者再次就诊时选择本次就诊医院的可能性越大。总体来说,县级公立医院的患者体验较好,但尊重患者偏好这一维度得分较低。信息传递与患者教育、家人或朋友参与和医疗服务的连续性3个维度与患者体验总体评价具有强相关性。结论:县级公立医院的患者体验较好,但在其今后长远发展中应尊重患者就诊过程中的各项权利,重点改善强相关维度的患者体验。Objectives： To analyze the status quo of patient experience in county-level public hospitals in China and to provide suggestions for improving the patient experience in hospitals. Methods： 427 patients in 4 county level hospitals were selected to have Picker＇s Patient＇s Experience Scale. Variance analysis, descriptive statistics and correlation analysis were joint used to analysis data. Results： Patient loyalty had a strong correlation with the overall evaluation of patient experience. The better the overall evaluation of the patient experience, the higher the patient＇s loyalty to the hospital. In general, the overall evaluation of the patient experience at the county level public hospitals was good, but the dimension of respect for the patient＇s preference with a low score showed a not that good patient experience. The three dimensions of information and education, involvement of family/friend and continuity and transition were strongly correlated with the overall evaluation of patient experience. Conclusions： The patients experience of county-level public hospitals was quite good. And in the long-term development, county-level public hospitals should respect for the rights of patients in the treatment process and focus on dimensions which were strongly correlated with the overall evaluation of patient experience.

关 键 词：患者体验 县级医院 Picker患者体验量表 

分 类 号：R197.32[医药卫生—卫生事业管理]