新冠疫情对公立医院门诊患者就医体验的影响——基于患者满意度调查数据  

The impact of COVID-19 on the medical experience of outpatients in public hospitals-based on patient satisfaction survey data

作　　者：李俏君 严晋 郭莉莉[1] 张忠林[1] 郝黎[1] 耿庆山[1] LI Qiaojun;YAN Jin;GUO Lili;ZHANG Zhonglin;HAO Li;GENG Qingshan(Guangdong Provincial People’s Hospital/Guangdong Academy of Medical Sciences,Guangzhou 510080,China;不详)

机构地区：[1]广东省人民医院//广东省医学科学院,广东广州510080

出　　处：《现代医院》2021年第6期855-858,共4页Modern Hospitals

基　　金：广东省人民医院(广东省医学科学院)2020年党建人文课题(GDPHDJ202019)。

摘　　要：目的针对医院门诊的患者体验进行调查,分析新冠疫情发生前后门诊患者就医体验及就医需求的变化情况,为医院门诊满意度提升提供可行性建议。方法选取2019年12月和2020年6月的某大型三甲公立医院共计1217名门诊患者作为调研时间和研究对象,对数据进行独立样本t检验和Lasso回归分析。结果疫情前后,患者总体就诊满意度没有明显差异,但在指引标识、挂号便利、隐私保护方面的体验明显变差,影响就诊满意度的关键变量发生明显变化,医院的空间布局、指引标识、缴费和候诊时间成为关键影响因素,隐私保护的重要性开始凸显。结论后防疫时期,医院需要结合患者就医体验及就医需求变化对门诊服务流程进行优化。Objective Investigate the patient experience of outpatient service in hospitals,analyze the changes of outpatients’medical experience and medical needs before and after the outbreak of COVID-19,and provide feasible Suggestions for the improvement of outpatient satisfaction in hospitals.Methods A total of 1217 outpatient patients in a large third-grade a public hospital in December 2019 and June 2020 were selected as the research time and objects,and independent sample t-test and Lasso regression analysis were conducted on the data.Results There was no significant difference in overall patient satisfaction before and after the COVID-19,but the experience in terms of guideline identification,convenience for registration,and privacy protection has significantly deteriorated,and the key variables that affect medical satisfaction have also changed significantly.The spatial layout,guideline identification,the time of payment and wait to see the doctor of the hospital have become the key factors influencing the patient experience,and the importance of privacy protection has become prominent.Conclusion In the post-epidemic period,hospitals need to optimize the outpatient service process based on the patient’s medical experience and changes in medical needs.

关 键 词：新冠肺炎疫情 患者体验 医院 Lasso回归 

分 类 号：R197.323.4[医药卫生—卫生事业管理]