基于NVivo分析的患者投诉情感体验质性研究  

Qualitative Study on the Emotional Experience of Patients’Complaints Based on NVivo Analysis

作　　者：李秉寰 夏萍 翟理祥[1,2] 邓栩明 郭睎 Li Binghuan;Xia Ping;Zhai Lixiang(不详;School of Public Health and Management,Guangzhou University of Chinese Medicine,Guangehou Guangdong 510006 Chnna)

机构地区：[1]广州中医药大学公共卫生与管理学院,广东广州510006 [2]广州中医药大学第二附属医院·广东省中医院,广东广州510120

出　　处：《中国医院管理》2022年第6期51-55,60,共6页Chinese Hospital Management

基　　金：国家自然科学基金面上项目(72074057)。

摘　　要：目的分析患者投诉现状及其情感体验。方法以广东省某中医院收集到的2020年共1589条投诉作为研究资料,使用三级编码法,借助NVivo 12 Plus软件的词频分析、层次分析图表、聚类分析等功能进行内容分析。结果1589条投诉共形成了38个三级节点、9个二级节点和3个三级节点。投诉患者情感高频词的前三位是“失望”“着急”“不满”,分别为848次(51.74%)、377次(23.00%)、366次(22.33%)。对投诉问题感知高频词的前三位是“不耐烦”“不友善”“麻烦、困难”,分别为49次(30.25%)、40次(24.69%)、34次(20.99%)。在感知问题隶属方面,79.01%属于关系问题,20.99%属于管理问题。结论NVivo软件的可视化分析有助于清晰呈现投诉分类框架的三级结构逻辑关系,识别出投诉患者负性情感的高频词,为医院进一步改善医疗服务行为、建立现代医院管理制度提供参考依据。下一步将对投诉患者的负向情感体验展开深入分析,探讨建立投诉患者情感体验模型。Objective To analyze the status of patients’complaints and their emotional experience.Methods The total of 1589 complaints,collected from a traditional Chinese medicine in Guangdong Province in 2020,were used as the research data,whose contents were analyzed by the three-level coding method,with the help of NVivo12 Plus Software of word frequency analysis,analytic hierarchy chart,cluster analysis,and other functions.Results The total of 1589 complaints resulted in 38 three-level nodes,9 two-level nodes,and 3 three-level nodes.The top three frequently used words to complain about patients’feelings were“disappointed”,“anxious”and“dissatisfied”,accounting for 848 times(51.74%),377 times(23.00%)and 366 times(22.33%),respectively.The top three high-frequency words for complaint perception were“impatient”,“unfriendly”,“troublesome”and“difficult”,which were 49 times(30.25%),40 times(24.69%)and 34 times(20.99%)respectively.In the perspective of the perceptual problems,79.01%were subordinate to relationship problems,while the other 20.99%were management problems.Conclusion It is helpful that the visualization analysis of NVivo software clearly presents the threelevel-structured logical relationship of classification framework of complaints,identifies the high-frequency words of negative emotion of patients,and offers a reference for hospitals to improve medical service behavior ulteriorly and establishes modern hospital management system.In the next step,the negative emotional experience of complaining patients will be deeply analyzed and the emotional experience model of complaining patients will be established.

关 键 词：患者投诉 NVivo 内容分析 质性研究 

分 类 号：R197.3[医药卫生—卫生事业管理]