摘要
文章综述了住院患者体验的内涵、测评工具、研究现状,从患者期望和服务感知两个角度介绍了影响患者体验的相关因素。在此基础上,提出了提升患者体验的相关策略,包括开展患者体验普查、提供个性化护理、改善住院环境、提高医护人员技术水平、加强流程管理、加强医患沟通、推进人文关怀服务,以期为改善患者体验,提高医疗服务质量提供参考。
The paper reviewed the connotation,evaluation tools,research status and influencing factors of inpatients'experience.It introduced the related factors affecting the patients'experience from patient expectations and perceptions,and proposed relevant strategies to improve the patient experience,including conducting a patient experience survey,providing personalized care for patients,improving the hospitalization environment,improving the technical level of doctors and nurses,strengthening process management,ensuring doctor-patient communication,and promoting humanistic care services,so as to provide reference for improving the patients'experience and quality of medical services.
作者
谌永鸿
汪晖
朱清华
胡凯利
王冰花
SHEN Yonghong;WANG Hui;ZHU Qinghua;HU Kaili;WANG Binghua(Nursing Department,Tongji Hospital of Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,China;School of Nursing,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,China)
出处
《护理管理杂志》
2020年第3期189-194,共6页
Journal of Nursing Administration
基金
华中科技大学同济医学院附属同济医院基金(2018C01)。
关键词
住院患者
患者体验
影响因素
优化策略
inpatient
patients'experience
influencing factor
optimization strategy
