改善患者就医体验提升满意度实践探索  

Improving patient experience to enhance satisfaction:Practical exploration

作　　者：张育琳 金晓凤[1] 黄文婷 杨宁 李斯远 孙辉[1] ZHANG Yulin;JIN Xiaofeng;HUANG Wenting;YANG Ning;LI Siyuan;SUN Hui(Shanghai Pulmonary Hospital,Shanghai,200433,PRC)

机构地区：[1]上海市肺科医院,上海市200433

出　　处：《中国医院》2024年第6期88-90,共3页Chinese Hospitals

摘　　要：在医疗市场竞争日益激烈的今天,患者就医感受直接决定着满意度,更决定着医院的社会形象。作者以改善患者体验提升满意度为抓手,聚焦上海某医院“医疗环境更友好、医疗服务显尊重、就诊流程更便捷、医患关系增互信、医院治理促合作”5个重点环节,就如何进一步强基础、补短板、促实效提升患者满意度做了有益的探索。In today's increasingly competitive healthcare market,patient experience directly determines satisfaction and significantly impacts the hospital's social image.Focusing on making the medical environment more friendly,showing respect in medical services,streamlining the consultation process,increasing mutual trust in doctor-patient relationships,and promoting cooperation in hospital governance,the authors conducted beneficial explorations on how to further strengthen the foundation,address weaknesses,and promote effective actions to enhance patient satisfaction at a hospital in Shanghai.

关 键 词：患者满意度 患者体验 就医感受 医患之间 

分 类 号：R197.3[医药卫生—卫生事业管理]