住院患者就医体验调查分析与研究

目的调查广东省某三甲医院患者就医体验，为改善医院服务质量提供参考。方法采用中文改良版HCAHPS患者就医体验调查表，于2020年7月3日-8月1日对广东省某三甲医院242名预出院患者进行调查，将结果与美国医院患者就医体验进行比较。结果66.94%的患者就医体验感较好（9分～10分），42.98%的患者表示十分愿意向他人推荐该院。出院指导、医患沟通、护患沟通正性回答率较高，均超过70%；过渡护理正性回答率最低（22.31%）。但患者就医体验整体水平与美国医院相比仍有一定差距。结论该院患者医疗服务体验感水平整体较高，但仍需针对患者反馈结果，改进医护患沟通、出院指导、疼痛管理、用药沟通、医院环境、需求应答、过渡护理等服务质量。

Investigation of Inpatients' Medical Experience

ObjectiveTo investigate the medical experience of patients in a tertiary level-A hospital in Guangdong Province, and to provide reference for improving hospital service quality.Methods242 pre-discharged patients in a tertiary level-A hospital in Guangdong were investigated by using the HCAHPS patient experience questionnaire in Chinese modified version from July 3 to August 1, 2020, and the results were compared with the patient experience in American hospitals.Results66.94% patients had a good medical experience (9~10 points), and 42.98% patients were willing to recommend the hospital to others. The positive response rates of discharge guidance, doctor-patient communication and nurse-patient communication were higher than 70%. Transitional nursing had the lowest positive response rate (22.31%). However, there was still a gap between the overall level of patients' medical experience and that of American hospitals.Conclusion The overall level of medical service experience of patients in the hospital was high, but it was still necessary to refine and improve the service measures such as patient-nurse communication, discharge guidance, pain management, medication communication, hospital environment, demand response and transitional care according to the feedback results of patients.