摘要
目的基于医学人文的示善-倾听-交流-合作(GLTC)医患沟通模式制定住院患者沟通方案,以提高患者满意度,改进医疗质量,有效增强医生沟通与临床工作能力。方法自行制定《住院患者GLTC医患沟通方案》与《住院患者医患沟通满意度调查表》。于2018年8月至2019年2月,应用沟通方案对来自江苏省5家三级公立医院的5名不同科室医生进行培训。通过问卷对医生及其负责患者进行调查,每次发放问卷250份,比较培训前后医患沟通满意度及影响因素。对相关数据进行描述性分析、t检验和多元线性回归分析。结果方案应用后,患者满意度评分总体高于方案应用前(P<0.05),医疗费用与病情讲解沟通相关项目患者满意度较低;方案应用后,医患双方对医患沟通满意度评分的差异有统计学意义(P<0.05);肿瘤内科医生对方案应用性评价高于其他科室(P<0.05)。结论应用GLTC医患沟通方案能够有效提高住院患者满意度。建议将该沟通方案融入住院患者医疗过程中,并根据患者差异制定个体化的实施方案。要加强医疗费用方面的沟通和医学知识讲解,多种措施并举调整医生接诊心态,不断改进方案,提高临床应用性。
ObjectiveTo explore the value of a holistic communication program for inpatients developed based on the medical humanistic GLTC communication model,designed to improve patient satisfaction and medical quality,and effectively enhance doctors′communication and clinical work capabilities.MethodsA GLTC Doctor-Inpatient Communication Program and an Inpatient Satisfaction Questionnaire for Doctor-patient Communication were customized.From August 2018 to February 2019,the communication program was used to train doctors from different departments of five tertiary public hospitals in Jiangsu province.The questionnaire was used to survey both doctors and their inpatients.250 questionnaires were distributed each time,to compare the doctor-patient satisfaction before and after the training and influencing factors.Data so acquired were subject to descriptive analysis,t-tests and multiple linear regression analysis.ResultsSince application of the program,patient satisfaction scoring was higher than that before in general(P<0.05),while the patient satisfaction for medical expenses and disease explanation communication related programs was low.The difference of both doctors and patients satisfaction scoring for doctor-patient communication was statistically significant(P<0.05).Oncologists presented a higher evaluation on the applicability of the program than those from other departments(P<0.05).ConclusionsApplication of the GLTC doctor-patient communication program can effectively improve the satisfaction of inpatients.It is recommended that this communication program be integrated into the entire medical treatment of inpatients,and the implementation plan should be differentiated according to the differences of inpatients.It is necessary to strengthen the communication of medical expenses and explain medical knowledge to inpatients,while doctors′mindset of consultation should be adapted,with the program constantly improved for higher clinical applicability.
作者
邵建文
李群
王锦帆
Shao Jianwen;Li Qun;Wang Jinfan(School of Marxism&Research Center for Doctor Patient Communication,Nanjing Medical University,Nanjing 211166,China;Department of Science and Education,Suzhou Wuzhong Hospital,Suzhou 215128,China)
出处
《中华医院管理杂志》
CSCD
北大核心
2020年第11期934-938,共5页
Chinese Journal of Hospital Administration
基金
南京医科大学人文医学协同创新中心2017年横向创新项目。
关键词
卫生服务管理
医患沟通
住院患者
医患评价
医学人文
Health service management
Doctor-patient communication
Inpatients
Doctor-patient evaluation
Medical humanities
