基于患者体验的珠海市公立医院卫生服务利用分析  

Analysis of health service utilization in public hospitals in Zhuhai based on patient experience

作　　者：程曦 方鹏骞[2] 陈晶[1] 张春梅[3] CHENG Xi;FANG Pengqian;CHEN Jing;ZHANG Chunmei(School of Medicine and Health Management,Tongji Medical College of Huazhong University of Science and Technology,No.13,Hangkong Road,Qiaokou District,Wuhan,430030,Hubei Province,PRC)

机构地区：[1]华中科技大学同济医学院医药卫生管理学院,430030 [2]华中科技大学同济医学院医药卫生管理学院/华中科技大学健康政策与管理研究院(智库),430030 [3]温州医科大学附属第二医院,325027

出　　处：《中国医院》2020年第2期37-39,共3页Chinese Hospitals

基　　金：中国社会科学基金重大项目(基于全民健康覆盖的推进健康中国发展战略研究)(15ZDC037);浙江省医药卫生科技计划(公立医院医疗服务信息披露研究)(2014KYA146);珠海市卫生和计划生育局委托项目(珠海市公立医院综合改革效果研究)。

摘　　要：目的:分析珠海市公立医院综合改革患者卫生服务利用现状,为深化改革提出针对性建议。方法:采用自设问卷对珠海市参与改革试点6所医院的576名患者进行现场调研,对有效问卷采用描述性统计、卡方检验等方法进行统计分析。结果:总体来说,患者就医体验评价较高,有85.09%的患者对此次就诊感到满意,但在本次就医费用和就诊流程简便性两个维度评价较低。在首诊机构选择行为上,不同性别和参保类型的患者存在统计学差异(P<0.05),有84%的患者表示希望实现基层首诊。医务人员服务态度和技术水平与患者再次就诊意向具有强相关关系。结论:为进一步深化珠海市公立医院综合改革,应降低就医费用,减轻患者负担,优化就诊流程,有序推进分级诊疗制度的实施,稳步提升医疗技术水平、改善医务人员服务态度,进而改善患者卫生服务利用效率。Objective: To analyze the current status of patient health service utilization in the comprehensive reform of public hospitals in Zhuhai, and to make specific suggestions for deepening the reform. Methods: A self-designed questionnaire was used to survey 576 patients from 6 hospitals participating in the pilot reform of Zhuhai Descriptive statistics and chi-square test were used to analyze the valid questionnaires. Results: Generally speaking, the evaluation of patients' medical experience was high. 85.09% of the patients were satisfied with the consultation, but the evaluation of the cost of medical treatment and the simplicity of the procedure were low. In the choice of the first consultation institution, there are statistical differences in patients of different genders and types of insurance (P <0.05), and 84% of patients expressed the hope that the first consultation at the grassroots level would be achieved. Medical staff's service attitude and technical level have a strong correlation with the patient's intention to see a doctor again. Conclusion: In order to further deepen the comprehensive reform of public hospitals in Zhuhai, we should reduce the cost of medical treatment, reduce the burden on patients, optimize the process of medical treatment, promote the implementation of the hierarchical diagnosis and treatment system in an orderly manner, steadily improve the level of medical technology, improve the attitude of medical staff, improve patient health and improve service utilization efficiency.

关 键 词：卫生服务利用 公立医院 患者体验 就医意向 

分 类 号：R197.3[医药卫生—卫生事业管理]