我国38家三级中医医院改善医疗服务的第三方评估  

Evaluation of healthcare improvement among 38 traditional Chinese medicine hospitals

作　　者：郭然 赵琪[1] 郭婧[1] 马晶 裴晨阳 鲁喦[3] 张允岭 刘远立[1] GUO Ran;ZHAO Qi;GUO Jing;MA Jing;PEI Chenyang;LU Yan;ZHANG Yunling;LIU Yuanli(School of Public Health,Chinese Academy of Medical Sciences&Peking Union Medical College,46 Xizongbu Hutong,Dongcheng District,Beijing,China 100005;Department of Population Medicine,Harvard Medical School,Harvard Pilgrim Health Care Instituted,Boston,MA,USA 02215;Xiyuan Hospital,China Academy of Traditional Chinese Medicine,Beijing,China 100091)

机构地区：[1]中国医学科学院/北京协和医学院公共卫生学院,北京市100005 [2]哈佛医学院人群医学系/哈佛Pilgrim医疗保险研究院,美国波士顿02215 [3]中国中医科学院西苑医院,北京市100091

出　　处：《中国研究型医院》2020年第1期61-66,179-185,共14页Chinese Research Hospitals

基　　金：国家自然科学基金重点项目(项目编号:71532014)。

摘　　要：目的:作为第二阶段"进一步改善医疗服务行动计划(2018-2020年)"实施情况第三方评估的一部分,本研究聚焦我国中医医院的现状。方法:通过对38家中医医院在机构层面医务人员和患者层面开展问卷调查,综合评价样本医院"行动计划"的落实情况、门诊和住院患者的就医体验和满意度以及医务人员工作满意度等情况。结果:38家样本中医医院机构调查总得分率均值为80.8%,其中信息化水平、医务社工制度以及日间服务维度得分相对低一些;门诊患者总体满意度为92.0%,就诊流程满意度相对较低(83.1%);住院患者总体满意率为95.9%,但住院环境满意度相对较低(89.3%);相对于较高的患者满意度而言,只有44.1%的医务人员对目前的工作感到满意,超过半数(53.1%)的医务人员认为工作负荷重。结论:我国中医院"行动计划"的落实情况总体良好,今后在通过优化就诊流程和改善住院环境进一步改善患者就医体验的同时,要注重缓解医务人员的工作压力,提高医务人员的满意度。Objective: As part of the China Healthcare Improvement Evaluation Survey(CHIES) assessing the implementation status of the China National Healthcare Improvement Initiative(CNHII), this study focuses on the current statuses of Traditional Chinese Medicine(TCM) hospitals in China. Methods: Data was collected through a questionnaire survey of 38 TCM hospitals, their medical staff and patients to comprehensively evaluate the implementation of the CNHII among the sample hospitals, the medical experience and satisfaction of outpatients and inpatients, and the job satisfaction of medical staff. Results: The average overall standardized score among the 38 hospitals was 80.8 %, among which the information technology level, medical social worker system, and day service domain scores are comparatively lower.The overall satisfaction of outpatients is 92.0%, and the satisfaction with the hospital visitation process is relatively lower(83.1%);the overall satisfaction rate of inpatients is 95.9%, but the satisfaction with the inpatient environment is relatively lower(89.3%). Compared with the high patient satisfaction, only 44.1% of medical staff are satisfied with their current work, and over half(53.1%) of medical staff think that their workload is heavy. Conclusion: The implementation of the CNHII among TCM hospitals is generally positive. However,besides optimizing the visitation process and the hospital environment to improve patient satisfaction, there should be increased emphasis and efforts targeted towards alleviating the pressure on medical staff to improve the satisfaction of medical staff.

关 键 词：改善医疗服务 中医医院 患者满意度 医务人员满意度 

分 类 号：R197.4[医药卫生—卫生事业管理]