Practice and Exploration of Improving Outpatient Service Quality Based on Patient Experience
Objective To evaluate outpatient experience,find out the weak links in the whole medical process,and implement targeted improvement measures.Methods A typical sampling survey was conducted using questionnaires to select outpatient patients from 6 comprehensive public hospitals in Hubei Province from May to September 2023 for the purpose of conducting a patient experience survey.The scores of patient experience for different genders,ages,marital status,occupations,medical payment methods,self-rated health status,current addresses,departments visited,physician titles,whether use mobile medical application(APP),whether actively served,and whether visiting for the first time were cpmpared.Using the overall score of outpatient experience as the dependent variable,regression analysis was conducted on the main influencing factors of outpatient experience score,with payment method,number of visits,age,self-rated health,marriage,use of mobile medical APP,active service,place of residence,and title of attending physician as independent variables.Results There were differences in patient experience scores among different ages,different types of medical insurance,whether they used mobile medical APP,whether they had been actively served,and whether they had seen doctors multiple times.The highest score for patient experience was medical information(3.55±1.42)points,while the lowest score was doctor-patient communication(2.95±1.44)points.Regression analysis showed that patient experience was affected by three factors:age,whether to use mobile medical APP,and whether to be actively served(P<0.05).Conclusion Patients who are elderly,able to use mobile medical APP,and actively served by medical staff have higher patient experience scores,and patient satisfaction is the result of patient experience.Excellent patient experience could improve patient satisfaction,build an age-friendly hospital,and promote information construction.Improving the humanistic quality of medical staff is an important measure to promote the overall quality of outpatient service and improve patient experience.
万方数据
维普
