北京市某三甲医院患者就医流程投诉情况的质性研究  

Qualitative Study on Patient Complaints About the Medical Process in a Grade-A Tertiary Hospital in Beijing

作　　者：陈明[1] 邵晓凤[1] CHEN Ming(Hospital Administration Office,Peking University People's Hospital,Beijing,100044,China)

机构地区：[1]北京大学人民医院党委院长办公室,北京100044

出　　处：《医学与社会》2024年第11期100-106,共7页Medicine and Society

基　　金：全国公立医院党建研究课题,编号为ZY23429;北京大学人民医院研究与发展基金管理研究项目,编号为RDM2022-01。

摘　　要：目的:对北京市某三甲医院患者对就医流程的投诉情况进行质性研究,为医院优化就医流程提出对策建议。方法:回顾性分析该医院2022年6月-2023年5月受理“接诉即办”平台转办的就医流程患者投诉,采用扎根理论研究方法进行三级编码,并通过高频词汇词云图、层次分析图表、节点项目图进行可视化呈现。结果:共形成24个副范畴、7个主范畴,以及就医前、就医中及就医后3个核心范畴;主范畴中编码参考点数最多的为“排队等候”“财务管理”“预约诊疗”;副范畴中“退费”“叫号方式与顺序”“咨询渠道”“缴费”“线上挂号取号”拥有最多的编码参考点。结论:就医流程中的患者投诉问题主要体现在预约诊疗流程的普及和导诊辅助不足、院前咨询服务能力不足、就医等候体验差、退费原因及流程复杂,医院应针对性优化流程,提升患者体验。Objective:To conduct a qualitative study on patient complaints regarding the medical processes at a grade-A tertiary hospital in Beijing,and to provide recommendations for optimizing these processes.Methods:A retrospective analysis was conducted on patient complaints regarding the medical processes received through the 12345 government service hotline during the period from June 2022 to May 2023.Grounded theory was applied for three-level coding,with visualizations such as high-frequency word clouds,AHP diagrams,and node diagrams.Results:Twenty-four sub-categories,seven main categories,and three core categories were identified.The core categories included pre-visit,during-visit,and post-visit processes.The most frequently mentioned aspects in the main categories were"queuing","financial management",and"appointment and registration".Among the sub-categories,the highest coding reference points were observed for"refund","queuing-calling order","consultation channel","payment",and"online registration".Conclusion:Patient complaints during the medical processes primarily revolved around four aspects:insufficient promotion and guidance for the appointment process,inadequate pre-visit consultation services,poor waiting experience,and complex refund procedures.Hospitals should optimize these processes to enhance overall patient experience.

关 键 词：医院管理 三甲医院 就医流程 患者投诉 

分 类 号：R-05[医药卫生] R197.3