基于患者视角下的医院门诊就医策略的调整  

Adjustment of Hospital Outpatient Access Strategy Based on Patient Perspective

作　　者：刘晋阳 王健 高天[3] 邢贤晋[1,2] 付英杰 曲歌 韩金铭 曹硕 张瑜洁 LIU Jinyang;WANG Jian;GAO Tian;XING Xianjin;FU Yingjie;QU Ge;HAN Jinming;CAO Shuo;ZHANG Yujie(Center for Health Management and Policy Research,School of Public Health,Qilu Medical College of Shandong University,Jinan,Shandong Province,250012 China;Key Laboratory of Health Economics and Policy Research,National Health Care Commission(Shandong University),Jinan,Shandong Province,250012 China;Performance Management Office,Jinan Central Hospital,Jinan,Shandong Province,250013 China)

机构地区：[1]山东大学齐鲁医学院公共卫生学院卫生管理与政策研究中心,山东济南250012 [2]国家卫生健康委员会卫生经济与政策研究重点实验室(山东大学),山东济南250012 [3]山东省济南市中心医院绩效管理办公室,山东济南250013

出　　处：《中国卫生产业》2022年第21期1-4,14,共5页China Health Industry

基　　金：山东省卫生健康委员会资助项目(SK200339);山东大学齐鲁医学院本科教改项目(qlyxjy=202126)。

摘　　要：目的分析2019、2021年山东省综合医院门诊患者就诊服务的满意度,为进一步改善患者就医体验提供参考。方法2019年3月10~15日和2021年1月8~12日对山东省3家综合医院的1011例门诊患者进行抽样调查,采用比较性分析和二元Logistic回归对两年度门诊患者满意度及影响因素进行分析。结果相比于2019、2021年门诊患者各方面的满意度均有不同程度的变化,其中,对“休息等候区有足够的座椅”的满意度提升最为明显,对“医院引导标识清晰明确”的满意度有所下降,2019与2021年门诊患者整体就诊满意度差异有统计学意义(P<0.05)。结论随着社会医学模式的转变和患者就诊服务需求的提高,医院应该对门诊患者就诊流程作出相应调整,注重非医疗技术服务水平的提升,提供精准、个性和全面的服务,满足患者“多方面”的情感需求,提高患者满意度。Objective To analyze the satisfaction of outpatients'consultation services in general hospitals in Shandong Province in 2019 and 2021,and to provide reference for further improving patients'consultation experience.Methods A sample of 1011 outpatients from three general hospitals in Shandong Province was surveyed from March 10 to 15,2019 and January 8 to 12,2021,and comparative analysis and binary logistic regression were used to analyze outpatient satisfaction and influencing factors in both years.Results Compared with 2019,outpatients'satisfaction in all aspects changed to different degrees,among which,satisfaction with"sufficient seats in the waiting area"increased most significantly,satisfaction with"clear and precise hospital guidance signs"decreased in 2021,the difference between the overall satisfaction of outpatients in 2019 and 2021 was statistically significant(P<0.05).Conclusion With the change of social medical model and the improvement of patients'demand for consultation services,hospitals should make corresponding adjustments to the outpatient consultation process,pay attention to the improvement of non-medical technical services,provide accurate,personalized and comprehensive services,meet patients'"multifaceted"emotional needs,and improve patient satisfaction.

关 键 词：综合医院 门诊患者 满意度 服务需求 

分 类 号：R197[医药卫生—卫生事业管理]