情景模拟演练对改善患者就医体验的效果观察  

Observation on the effect of scenario simulation exercise on patients medical experience

作　　者：吴凡宇 肖翠梅[1] 冯锡光[1] 邓子良[1] 曾惠东 梁德坚[1] 雷玉秀[1] 孙艺萍[1] 张锦兰[1] WU Fanyu;XIAO Cuimei;FENG Xiguang;DENG Ziliang;ZENG Huidong;LIANG Dejian;LEI Yuxiu;SUN Yiping;ZHANG Jinlan(Yingde People’s Hospital,Yingde 513000,China;不详)

机构地区：[1]英德市人民医院,广东英德513000

出　　处：《现代医院》2021年第6期864-865,868,共3页Modern Hospitals

基　　金：清远市社会发展领域自筹经费科技计划课题(2018B150)。

摘　　要：目的探讨采用情景模拟演练改善患者就医体验的临床效果。方法随机选取2017年12月-2019年12月期间在英德市人民医院就诊的门急诊患者、住院患者及出院患者和英德市人民医院在岗在职员工作为此次研究的对象,并将本次抽取的2019年调查的2116例患者和1106份医院内部员工问卷报告、2018年调查的1424例患者和1100份医院内部员工问卷报告及2017年504例患者和834份医院内部员工问卷报告在实施情景模拟演练法前后的就医体验进行时效性对比,分析讨论实施情景模拟演练法,就诊患者及医院内部员工的满意度情况。结果在采用情景模拟演练法后,2019年医院患者及员工的满意度评价相比2017、2018年门诊患者满意度及住院患者的住院费用的满意度有明显提升,差异均具有统计学意义(P<0.05)。住院患者及出院患者的满意度其它评价指标有改善(P>0.05)。结论实施情景模拟演练法,可积极改善医院患者的就医体验及内部员工满意度。Objective Discuss the clinical effects of using scenario simulation exercises to improve the experience of patients seeking medical care.Methods There were employees and patients including outpatients and discharged patients form December 2017 to December 2019 in Yingde People’s Hospital,who were randomly selected as objects of the study.There were 2116 patients’investigation reports and 1106 employees’questionnaire surveys in 2019,1424 patients’investigation reports and 1100 employees’questionnaire surveys in 2018,504 patients’investigation reports and 834 employees’questionnaire surveys in 2018,which were contrasted in timeliness so as to analyze the effect of scenario simulation on patients and employees’satisfaction.Results Compared with the year of 2017 and 2018,the satisfaction degree of patients and employees in 2019 was visibly higher.There was significant difference(P<0.05).The satisfaction and other evaluating indicators of patients and discharged patients were improved(P>0.05).Conclusion In order to improve health service in Yingde People’s Hospital,scenario simulation could positively ameliorate patients’and employees’satisfaction.

关 键 词：情景模拟演练 就医体验 满意度 

分 类 号：R197.323.4[医药卫生—卫生事业管理]