多元文化需求就医服务体系构建及应用  

Construction and Application of Multi-Cultural Needs Medical Service System

作　　者：张聪聪[1] 丰荣[1] 田庄[1] 司文洁[1] 李永宁[2] ZHANG Congcong;FENG Rong;TIAN Zhuang(Peking Union Medical College Hospital, Beijing, 100730, China;不详)

机构地区：[1]北京协和医院,北京100730 [2]北京协和医院国际医疗部,北京100730

出　　处：《中国卫生质量管理》2022年第4期50-52,57,共4页Chinese Health Quality Management

基　　金：清华大学-北京协和医院合作专项(项目编号:2019ZLH206)。

摘　　要：目的调查外籍患者多元文化服务需求,构建就医服务体系,探究应用效果。方法采用“外籍患者多元文化服务需求问卷”,对某院2020年1月-6月372例外籍就诊患者进行调查,识别其多元文化服务需求,建立就医服务体系。结果外籍患者对语言交流的需求度最高(98.39%),对医院环境的需求度最低(65.59%)。应用基于多元文化需求的就医服务体系后,外籍患者在语言交流、专业知识、隐私保护、饮食习惯、就诊流程、社交礼仪、医务人员服务态度和医院环境等方面的满意度均得以提高(P<0.05)。结论多元文化服务需求调查在外籍患者就医服务体系构建中具有重要作用,有助于提高外籍患者就医满意度。Objective To investigate the diversified service needs of foreign patients,construct medical service system,and explore the application effect.Methods A total of 372 foreign patients who had visited doctors in the hospital from January to June 2020 were enrolled.The multicultural needs of patients during treatment were collected by filling in Multicultural Service Needs Questionnaire for Foreign Patients.The diversified service needs of foreign patients were identified and medical service system was established.Results The demand rate of foreign patients for language communication was the highest(98.39%),and the demand rate for hospital environment was the lowest(65.59%).After the application of the medical service system based on multicultural needs,the satisfaction of foreign patients in language communication,professional knowledge,privacy protection,eating habits,medical treatment process,social etiquette,service attitude of medical staff and hospital environment were improved(P<0.05).Conclusion Multicultural demand survey plays an important role in the construction of medical service system for foreign patients,which can help improve medical satisfaction of foreign patients.

关 键 词：外籍患者 多元文化服务需求 就医服务 满意度 服务质量 

分 类 号：R197.323[医药卫生—卫生事业管理]