大型综合性医院构建患者体验工作体系的实践与反思  

Practice and Reflection on Constructing a Patient Experience Work System in Large Comprehensive Hospitals

作　　者：冯皓 瞿冬 吕婧 严彩霞[1] 杨明珠[1] 柴双 FENG Hao;QU Dong;LV Jing;YAN Cai-xia;YANG Ming-zhu;CHAI Shuang(Shanghai General Hospital,Shanghai 200080,China;Shanghai Shenkang Hospital Development Center,Shanghai 200041,China)

机构地区：[1]上海市第一人民医院,上海市200080 [2]上海申康医院发展中心,上海市200041

出　　处：《现代医院管理》2023年第5期63-65,共3页Modern Hospital Management

基　　金：上海申康医院发展中心管理研究项目(2021SKMR-25);上海市第一人民医院管理创新研究项目(YNGL-2022-08)。

摘　　要：上海市某医院聚焦患者体验,打造“一把手”工程,完善组织架构,组建患者体验处,专职化、专业化统筹协调患者体验工作。围绕就医看病流程体验、全健康管理体验、后勤服务保障体验、社会评估机制体验等患者体验“四个一件事”系统工程,形成医院患者体验工作体系雏形。在医院社会美誉度、患者体验度测评结果、患者表扬信数量等方面明显提升。A hospital of Shanghai has concentrated on the patient experience with the“Top Management Committee”,improving the organizational structure and establishing the patient experience department to coordinate the patient experience related work professionally and specifically.The Hospital has constructed the prototype of the patient experience work system focusing on the“Four One-Thing”system project of patient experience,which includes the medical treatment process experience,whole health management experience,logistics support service experience,and social evaluation mechanism experience.It has been significantly improved in terms of the social reputation of the hospital,the patient experience evaluation results,the number of patient praise letters and many other aspects.

关 键 词：患者体验 系统工程 工作体系 

分 类 号：R197[医药卫生—卫生事业管理]