峰值体验服务在改善老年住院患者就医体验中的应用  

Application of Peak Experience Service in Improving Patient Experience of Elderly Inpatients

作　　者：林峰[1] 林一萍[1] 金可吟 陈晓白[1] 毛玲红[1] 罗琳娜[1] LIN Feng;LIN Yi-ping;JIN Ke-yin;CHEN Xiao-bai;MAO Ling-hong;LUO Lin-na(Taizhou Hospital of Zhejiang Province)

机构地区：[1]浙江省台州医院

出　　处：《医院管理论坛》2023年第4期44-47,共4页Hospital Management Forum

基　　金：浙江省医药卫生科技计划项目;编号:2023KY1344。

摘　　要：目的探索峰值体验服务在改善老年人就医体验中的应用效果。方法选取2022年试点科室收治的老年患者作为干预组,为其提供“峰值体验”服务(n=1087),选择2021年试点科室收治的老年患者作为观察组,为其提供常规服务(n=1129),比较两组患者的住院满意度和不良事件的发生率。结果干预组住院环境安静、膳食等满意度指标均高于观察组;干预组护士应答及时性、护士态度及对患者的尊重及隐私保护等医患沟通满意度指标改善明显,干预组不良事件中跌倒和误吸发生率低于观察组,差异均具有统计学意义(p﹤0.05)。结论实施峰值体验模式的就医体验改善活动,有助于加速患者的康复,保证患者的安全,并提高患者对医院的忠诚度。Objective To explore the application effect of peak experience service in improving the patient experience of the elderly.Methods The elderly patients admitted to the pilot departments in 2022 were selected as the intervention group by providing“peak experience”service(n=1087),and the elderly patients admitted to the pilot departments in 2021 were selected as the observation group by providing routine service(n=1129).The hospitalization satisfaction and incidence of adverse events were compared between the two groups.Results The satisfaction indicators about the quiet environment and diet in the hospital of the intervention group were higher than those of the observation group.The satisfaction indicators about doctor-patient communication,such as nurses'response timeliness,nurses'attitudes,respect for patients,and privacy protection,were improved significantly in the intervention group.The incidence of falls and aspiration in adverse events in the intervention group was lower than that in the observation group.The difference is of statistical significance(p﹤0.05).Conclusion The implementation of peak experience service to improve patient experience is helpful to accelerate patients'recovery,ensure patients'safety,and improve patients'loyalty to the hospital.

关 键 词：峰值体验 老年人 就医体验 满意度 

分 类 号：R197.3[医药卫生—卫生事业管理]