患者旅程地图用于改善就医体验的研究进展  

Research progress on the application of patient journey mapping to improve patient medical experience

作　　者：师俊芳 李泽宇 崔琼方 何冰洋 张文馨 马佩芬[3] SHI Junfang;LI Zeyu;CUI Qiongfang;HE Bingyang;ZHANG Wenxin;MA Peifen(School of Nursing,Lanzhou University,Lanzhou,730011,China)

机构地区：[1]兰州大学护理学院,兰州市730011 [2]中日友好医院护理部 [3]兰州大学第二医院护理部

出　　处：《中国护理管理》2024年第11期1749-1754,共6页Chinese Nursing Management

基　　金：中华护理学会2022年度科研课题(ZHKYQ202202);2021年度甘肃省高等学校创新基金项目(2021B-051)。

摘　　要：当前,关注患者体验的医院质量改进措施备受瞩目,患者旅程地图从患者视角追踪其与医疗服务机构间的互动,有助于全面了解患者就医过程中的体验。文章综述了患者旅程地图的定义和演变、常见呈现形式和构建方法、在改善患者就医体验方面的应用进展,探讨了其在优化就诊流程、改善就诊环境、促进医患沟通、助力特殊人群4个方面的作用,对使用患者旅程地图改善护理服务进行展望,为患者旅程地图在临床医疗护理领域的应用提供参考。The current hospital quality improvement measures,focusing on patient experience,have garnered significant attention.Patient journey mapping,which tracks the interactions between patients and healthcare institutions from the patient's perspective,helps to comprehensively understand the patient's experience throughout the care process.This article reviews the definition and evolution of patient journey mapping and related definitions,common presentation formats and construction methods,as well as the progress in their application to improve patient experience.It explores its role in optimizing care processes,improving the care environment,enhancing doctor-patient communication,and assisting special populations.Additionally,it provides outlooks for using patient journey maps to improve nursing services,offering a reference for its application in the field of clinical healthcare.

关 键 词：患者旅程 患者旅程地图 就医体验 就医流程 

分 类 号：R47[医药卫生—护理学] R197[医药卫生—临床医学]