以入院新模式为抓手提升患者就医体验的实践与探索  

Practice and exploration of enhancing patient experience through a new admission model

作　　者：赵旸 蒋玉梅[1] 张文[1] 王彬翀[1] 刘金金[1] ZHAO Yang;JIANG Yumei;ZHANG Wen;WANG Binchong;LIU Jinjin(The First Affiliated Hospital of Xi′an Jiaotong University,Xi′an 710061,China)

机构地区：[1]西安交通大学第一附属医院,陕西西安710061

出　　处：《现代医院》2024年第10期1547-1549,共3页Modern Hospitals

摘　　要：目的通过对某大型综合公立三甲医院入院新模式工作开展前后相关指标进行分析,探索提升患者就医体验的有效途径。方法采用回顾性分析和问卷调查的方法,分析入院新模式工作开展前后患者住院便捷性、及时性、患者满意度等方面的变化。结果入院新模式开展后,待床患者收治率明显升高,患者待床时间降低,办理入院手续时间明显缩短,床位使用率提高,患者术前平均住院日下降,急危重症患者收住量增加,四级手术占比、住院患者满意度等指标提升。结论入院新模式工作的开展,提高了服务效率和服务质量,提升了患者就医体验、提高了患者满意度,值得推广。Objective This study aims to explore effective ways to enhance patient experience by analyzing relevant indicators before and after the implementation of a new admission model at a large public tertiary hospital.Methods A retrospective analysis and a questionnaire survey were conducted to assess changes in hospital admission convenience,timeliness,and patient satisfaction before and after the implementation of the new admission model.Results After the new admission model was implemented,the bed occupancy rate for waiting patients significantly increased,while the waiting time decreased.The time required for completing admission procedures was notably shortened,bed utilization rates improved,and the average pre-operative hospital stay decreased.Additionally,the volume of admitted critically ill patients increased,and indicators such as the proportion of level IV surgeries and inpatient satisfaction improved.Conclusion The implementation of the new admission model has enhanced service efficiency and quality,improved patient experience,and increased patient satisfaction,making it a model worth promoting.

关 键 词：一站式服务 床位集中管理 精细化管理 患者就医感受 

分 类 号：R197[医药卫生—卫生事业管理]