摘要
为改善儿科患者就医体验,作者通过便利抽样的方法对医院儿科患者就医体验情况进行调查,为医院新建儿科综合楼的运行管理提供参考意见。结果显示门诊儿科患者对排队时间、洗手间卫生情况、门诊安静程度、门诊环境和收费合理情况的体验较差,住院儿科患者对病房安静情况、病房伙食、病房卫生情况、收费合理情况和病房环境情况体验较差。外地患儿对于病房环境、病房卫生情况等六个项目的评价高于本地患儿,非首次住院患儿对诊断结果解读、医护操作技术等四个方面的评价高于首次住院患儿。随着医院新建儿科综合楼的投入运行,通过建筑空间重新设计构建“适宜性”就诊环境,对“门诊安静程度、病房环境”等6项体验较差项目加以改善;通过打造“一站式”服务平台,缩短“门诊排队时间”;针对“病房伙食、门诊收费和住院收费合理度”3项体验较差问题,后续将针对性开展进一步的调查研究,对问题进行细化。
To improve the medical experience of pediatric patients,the convenience sampling method was used to investigate the medical experience of pediatric patients in the hospital,and provide reference opinions for the operation and management of the newly-built pediatric complex building.The results showed that outpatient pediatric patients had a poor experience of outpatient queuing time,toilet hygiene,outpatient quietness,outpatient environ⁃ment,and reasonable charges,and inpatient pediatric patients had a poor experience of ward quietness,ward meals,ward hygiene,reasonable charges,and ward environment conditions.Evaluations of non-indigenous children on the six items of ward environment and ward sanitation were higher than those of local children.Children who were not hos⁃pitalized for the first time had higher evaluations in terms of interpretation of diagnosis results and the operating skills of doctors and nurses.With the commissioning of the newly-built pediatric complex in the hospital,the“suitable”medical environment was realized through the redesign of the architectural space,and the six poorly-experienced i⁃tems including“outpatient quietness and ward environment”were significantly improved.By creating“one-stop”service platform,the“outpatient queuing time”was significantly shortened.Three poorly-experienced items of“ward meals,outpatient fees,and hospitalization fees”would be improved through further investigations and studies.
作者
陈曜星
戴逸青
施嘉奇
李婉莹
马飞
CHEN Yaoxing;DAI Yiqing;SHI Jiaqi;LI Wanying;MA Fei(Clinical Medical School,Ruijin Hospital Affiliated to School of Medicine of Shanghai Jiao Tong University,Shanghai 200025;Brand Development Department,Xinhua Hospital Affiliated to School of Medicine of Shanghai Jiao Tong University,Shanghai 200092;Party Committee Office,Xinhua Hospital Affiliated to School of Medicine of Shanghai Jiao Tong University,Shanghai 200092;President's Office,Xinhua Hospital Affiliated to School of Medicine of Shanghai Jiao Tong University,Shanghai 200092;Administration Section,Shanghai Institute for Pediatric Research,Shanghai 200092)
出处
《解放军医院管理杂志》
2021年第S01期1-4,共4页
Hospital Administration Journal of Chinese People's Liberation Army
基金
上海交通大学中国医院发展研究院2019年度上海地方高水平大学医院管理专项(CHDI-2019-C-04)。
关键词
就医体验
满意度
儿科
服务流程
medical experience
satisfaction
pediatrics
service process
