患者就医情感诉求中感动服务分析  

Affective Factor Analysis of Patient's Medical Treatment

作　　者：刘蕾 徐婕[2] 丁沁[3] 万赟[3] 吴畅 付安荣 Liu Lei;Xu Jie;Ding Qin;Wan Yun;Wu Chang;Fu Anrong(Department of Public Affairs Development,the First Affiliated Hospital of Nanjing Medical University;Clinic Department,Jiangsu Nanjing 210029)

机构地区：[1]南京医科大学第一附属医院公共事业发展部,江苏南京210029 [2]南京医科大学第一附属医院门诊部,江苏南京210029 [3]南京医科大学第一附属医院党办,江苏南京210029 [4]南京医科大学第一附属医院老年医学科党总支,江苏南京210029 [5]南京医科大学第一附属医院总务处,江苏南京210029

出　　处：《江苏卫生事业管理》2018年第5期520-523,共4页Jiangsu Health System Management

基　　金：江苏省卫生职业院校文化建设研究室科研项目(JCK201512)

摘　　要：目的:挖掘患者就医的感动点,为医院进一步提供优质服务、持续改进医疗质量提供重要依据。方法:以江苏省某三甲医院为例,通过问卷调查的方法对有表达感谢意向的患者及其家属进行调查。结果:患者最感动的前三因素是"护理人员的技术值得信赖,有敬业精神"、"医务人员的技术值得信赖,有敬业精神"和"医务人员廉洁行医,医德高尚";患者的性别、年龄段对感动服务存在无显著性差异,学历对大部分感动服务有显著性差异,科室类别对感动服务有显著性差异。结论:政府应强化责任,加强政策支撑;加强媒体宣传,树立积极的舆论导向;医院应德术并举,开展感动服务。Objective：Excavating the moving point of patients for medical treatment provides an important basis for the hospital to further provide quality services and continuously improve the quality of medical care. Methods： Taking a Tertiary level Class-A hospital in Jiangsu Province as an example,we investigated the patients who expressed gratitude and their relatives through questionnaire.Results：The first three factors that most moved the patients were＂the technical trustworthiness and professional dedication of the nursing staff＂,＂the technical trustworthiness and dedication of the medical staff＂and＂the medical staff’s practicing cleanly and noble medical ethics＂;There was no significant influence between the patients’ gender and age,education background and department kinds have significant influenceto moving subjects. Conclusion：The government should reinforce its responsibilities and strengthen its policy support. It should also step up its media campaign and establish a positive direction for public opinion. The hospital should carry out the service with morals and technology simultaneously.

关 键 词：感动服务 患者 医院 医患沟通 

分 类 号：R197.32[医药卫生—卫生事业管理]