眼科老年患者医务社工陪诊服务的初步效果  

Preliminary result of accompanying service by medical social workers for elderly ophthalmic patients

作　　者：陈威震[1] 魏文斌 陈继艳 韩霜雪[1] Chen Weizhen;Wei Wenbin;Chen Jiyan;Han Shuangxue(Department of Doctor-Patient Coordination,Beijing Tongren Hospital,Capital Medical University,Beijing 100730,China;Beijing Tongren Eye Center,Beijing Tongren Hospital,Capital Medical University,Beijing Key Laboratory of Ophthalmology and Visual Science,Beijing 100730,China;Beijing Fenglin Social Work Development Center,Beijing 100020,China)

机构地区：[1]首都医科大学附属北京同仁医院医患关系协调办公室,北京100730 [2]首都医科大学附属北京同仁医院,北京同仁眼科中心,眼科学与视觉科学北京市重点实验室,北京100730 [3]北京枫林社会工作发展中心,北京100020

出　　处：《眼科》2025年第1期68-71,共4页Ophthalmology in China

基　　金：首都卫生发展科研专项(首发2020-1-2052)。

摘　　要：目的观察医务社工在眼科老年患者陪诊中的应用效果。设计回顾性比较性病例系列。研究对象在北京同仁医院白内障中心接受医务社工陪诊服务的37例老年眼科患者及家属作为观察组;同时通过医院信息系统调取与接受陪诊服务患者同一日期、同一就诊医生、同一年龄的自行就诊患者62例作为对照组。方法观察组老年患者的就诊过程中,医务社工志愿者主动进行引导、陪同、协助梳理就诊流程,必要时给予心理疏导;对照组患者自行就诊。采用人工智能机器人对两组患者均进行电话回访,采用Likert度量表进行问卷调查。问卷内容包括就医流程、医德医风、诊疗质量、服务时间4个维度(医疗程序、医疗道德、医疗质量和服务时间)、6个问题。每个问题按1~5分打分进行满意度评分。主要指标就诊满意度评分。结果观察组的流程通顺程度得分为(4.94±0.19),与对照组(4.43±0.88)相比明显提高(t=-4.431,P<0.01);等候时间满意度得分(4.74±0.58)比对照组(4.05±1.19)明显提高(t=-3.916,P<0.01);整体就诊满意度得分(4.57±0.41)比对照组(4.84±0.13)明显提高(t=-4.789,P<0.01)。医生诊疗水平满意度得分、医生态度满意度得分、护士服务满意度得分、其他人员满意度得分两组间无明显差异(P均>0.05)。线性回归分析结果显示,观察组的流程通顺程度满意度比对照组高0.513分(r^(2)=0.112,P=0.001),等候时间满意度比对照组高0.762分(r^(2)=0.192,P<0.001),整体就诊满意度比对照组高0.290分(r^(2)=0.200,P<0.001)。结论医务社工介入的眼科老年患者陪诊服务能够减少老年人的就医困难、缩短就医时间、缓解不良情绪,有效提升老年患者就医便利和满意度,改善患者就医体验。Objective To study the application effectiveness of medical social workers in accompanying elderly patients in ophthalmology departments of public hospitals.Design Retrospective comparative case series.Participants 37 elderly ophthalmic patients receiving escort services and treceived the telephone satisfaction visits from the cataract center of Beijing Tongren Hospital as the observed group,62 patients of the same date,doctor,and age through the hospital information system,who was traditional visiting a doctor,as the controlled group.Methods Accompanying services were provided by the medical social workers and volunteers for the elderly ophthalmic patients in the observed group;the patients in the controlled group saw a doctor by themselves.Artificial intelligence(AI)robots were used to process the telephone follow-up to assess the satisfaction of the patients in the two groups.Likert scale was used to conduct a questionnaire survey.The questionnaire involves 4 dimensions(six questions):medical procedures,medical ethics,medical quality and service time.Each dimension was rated on a scale of 1 to 5.Satisfied 5 points,more satisfied 4 points,generally 3 points,less satisfied 2 points,dissatisfied 1 point.Main Outcome Measures Satisfaction score.Results The score of the process smoothness of the observed group was 4.94±0.19,which significantly increased compared with that of the controlled group(4.43±0.88)(t=-4.431,P<0.01);the score of satisfaction with waiting time was 4.74±0.58,which significantly increased compared with that of the controlled group(4.05±1.19)(t=-3.916,P<0.01);and the score of overall satisfaction with the medical visit was 4.84±0.13,which significantly increased compared with that of the controlled group(4.57±0.41)(t=-4.789,P<0.01).There were no significant differences in the scores of doctors'treatment level satisfaction,doctors'attitude satisfaction,nurses'service satisfaction and other personnel satisfaction between the two groups(all P>0.05).The linear regression results showed that ob

关 键 词：满意度 医务社工 陪诊 满意度 

分 类 号：R77[医药卫生—眼科]