南昌3所三甲医院老年患者门诊就医困境及对策研究  

A study on the difficulties and countermeasures of outpatient department for elderly patients in three Grade Ⅲ Level A hospitals in Nanchang

作　　者：王峥[1] 徐梦云 WANG Zheng;XU Mengyun(Jiangxi University of Finance and Economics,No.665,Yuping West Street,Qingshanhu District,Nanchang,330013,Jiangxi Province,PRC)

机构地区：[1]江西财经大学,330013

出　　处：《中国医院》2020年第11期70-72,共3页Chinese Hospitals

基　　金：江西省高校人文社会科学研究项目“健康江西战略下的老年人医疗服务优化研究”(SH18204);江西省博士后科研项目择优资助“健康江西战略下医疗服务供给的适老化改革研究”(2019KY02)。

摘　　要：目的:明确老年患者门诊就医困境,提出对策以改善门诊就医环境,鼓励老年患者独立就医。方法:以南昌市3所三级甲等医院的老年患者为对象,采用参与式观察法和访谈法进行研究,将发现的问题进行分类和归纳演绎,并提出相应的对策。结果:现有标识和语音提示未能发挥充分的导医作用;老年患者在门诊就医时存在移动困难;老年患者在门诊就医时出现了“人工智能”障碍;老年患者与医护人员之间存在着沟通障碍。结论:选择老年患者适用的导医标识和语音提示;改良优化门诊的移动和休息空间;逐步提升老年患者的自助设备使用能力;帮助老年患者养成良好的就诊习惯。Objective:To identify the dilemma of elderly patients'access to outpatient services,develop strategies to improve the environment and functions of the outpatient department,and encourage the elderly to access medical services independently.Methods:By observing and interviewing,this paper studies the environment,behavior,and experiences of elderly patients when accessing medical services,identifies and classifies the key issues,and provides corresponding suggestions.Results:Existing signs and voice prompt systems fail to guide elderly patients to access to medical services;elderly patients have difficulty in finding places to transit and rest when accessing to outpatient services;elderly patients have problems in using AI(artificial intelligence)technologies when they access to outpatient services;there are communication barriers between elderly patients and medical staffs.Conclusion:Optimizing the guiding signs and voice prompt systems according to the characteristics of elderly patients;designing the areas of transition and rest reasonably;enhancing the ability of elderly patients to use self-service equipment;promoting the medical treatment process to the elderly in a humanized way.

关 键 词：老年患者 老年门诊 就医困境 

分 类 号：R197[医药卫生—卫生事业管理]