我国患者就医体验的政策沿革与发展建议  

Policy evolution and development suggestions of patient medical experience in China

作　　者：林夏 陈立美 邓松涛 宋妍然 李本燕 曹欣昕 王鸿蕴 吕兰婷 陈虎 Lin Xia;Chen Limei;Deng Songtao;Song Yanran;Li Benyan;Cao Xinxin;Wang Hongyun;Lyu Lanting;Chen Hu(Medical Management Service Guidance Center of National Health Commission,Beijing 100044,China;Office of Medical Institution Reform,Cangzhou Central Hospital,Cangzhou 061000,China;School of Management,Beijing University of Chinese Medicine,Beijing 102488,China;Medical Record Information Center,The Second Xiangya Hospital of Central South University,Changsha 410011,China;Department of Medical Insurance,The Second Affiliated Hospital of Kunming Medical University,Kunming 650031,China;Party Committee Office,Beijing Chaoyang Hospital,Capital Medical University,Beijing 100028,China;School of population and Health,Renmin University of China,Beijing 100872,China)

机构地区：[1]国家卫生健康委医疗管理服务指导中心,北京100044 [2]沧州市中心医院医疗机构改革办公室,沧州061000 [3]北京中医药大学管理学院,北京102488 [4]中南大学湘雅二医院病案信息中心,长沙410011 [5]昆明医科大学第二附属医院医疗保险办公室,昆明650031 [6]首都医科大学附属北京朝阳医院党委办公室,北京100028 [7]中国人民大学人口与健康学院,北京100872

出　　处：《中华医院管理杂志》2024年第11期832-837,共6页Chinese Journal of Hospital Administration

摘　　要：2023年,国家卫生健康委员会与国家中医药管理局联合发布《关于开展改善就医感受提升患者体验主题活动的通知》,我国在医疗服务改善领域迈入了新的发展阶段。本研究通过文献研究法梳理我国患者就医体验相关政策的沿革与从满意度到就医体验的理念转变过程,以改革开放实施、新医改推行以及2023年"主题活动"的提出为节点将患者就医体验的政策历史沿革分为4个时期:探索期、发展期、政策完善期、新政策实施期。2023年5—8月,围绕我国提升患者就医体验的经验、不足与建议等对20位卫生管理领域专家、20位临床医生以及20例住院患者进行访谈。基于访谈资料,从资源、制度、理念、人力等方面总结我国提升患者就医体验的经验及不足,建议通过调整医疗资源的结构与布局,提升优质医疗资源配置的均衡性;建立完善的患者就医体验评价体系;提升各级卫生健康行政部门和医疗机构对优化患者就医体验的重视程度和理念认知,完善配套政策制定与衔接;关心关爱医务人员,充分调动医务人员提升患者体验的主动性,以持续提升患者就医体验。In 2023,the National Health Commission and the National Administration of Traditional Chinese Medicine jointly issued the"Notice on carrying out the theme activity to improve medical experience and enhance patient experience",China has entered a new stage of development in the field of medical service improvement.This study,through literature research,sorted out the evolution of China′s patient medical experience-related policies and the shift in concept from satisfaction to medical experience.It divided the historical evolution of patient medical experience policies into four periods:the exploration period,the development period,the policy improvement period,and the new policy implementation period,based on the implementation of reform and opening up,the introduction of new medical reforms,and the proposal of the"theme activity"in 2023.From May to August 2023,interviews were conducted with 20 experts in the field of health management,20 clinical doctors,and 20 inpatients to discuss China′s experience,deficiencies,and suggestions for improving patient medical experience.Based on the interview materials,this study summarized China′s experience and deficiencies in enhancing patient medical experience from aspects such as resources,systems,concepts,and human resources.It suggested adjusting the structure and layout of medical resources to enhance the balance of high-quality medical resource allocation;establishing a comprehensive evaluation system for patient medical experience;increasing the attention and conceptual understanding of health administrative departments and medical institutions at all levels to optimize patient medical experience,and improving the formulation and connection of supporting policies;caring for medical staff and fully mobilizing their initiative to enhance patient experience,in order to continuously improve patient medical experience.

关 键 词：卫生服务管理 患者就医体验 患者满意度 政策沿革 理念转变 发展建议 

分 类 号：R197.1[医药卫生—卫生事业管理]