中华护理杂志 ›› 2024, Vol. 59 ›› Issue (15): 1797-1803.DOI: 10.3761/j.issn.0254-1769.2024.15.001

• 改善护理服务行动计划专题 •    下一篇

一院多区差异法管理对提升患者就医体验的效果研究

王婷婷(), 兰美娟(), 张玉萍, 姚梅琪, 朱晨玲, 宋剑平, 杨燕, 封秀琴   

  1. 310009 杭州市 浙江大学医学院附属第二医院护理部
  • 收稿日期:2024-04-18 出版日期:2024-08-10 发布日期:2024-08-01
  • 通讯作者: 兰美娟,E-mail:lanmj@zju.edu.cn
  • 作者简介:王婷婷:女,本科,主管护师,E-mail:2611226@zju.edu.cn
  • 基金资助:
    浙江省教育厅科研项目(Y202352477)

Study on the effect of differentiated management in a multi-campus hospital for improving patient experience

WANG Tingting(), LAN Meijuan(), ZHANG Yuping, YAO Meiqi, ZHU Chenling, SONG Jianping, YANG Yan, FENG Xiuqin   

  • Received:2024-04-18 Online:2024-08-10 Published:2024-08-01

摘要:

目的 探讨并实践一院多区差异法管理,以提升患者的就医体验及满意度,实现同质化管理目标。方法 2021年12月,应用Picker患者体验量表调查杭州市某三级甲等医院3个院区患者的就医体验,并分析差异的原因。在政策文件学习、专题小组讨论、专家会议的基础上,形成一院多区差异法管理策略。比较管理策略应用前(2021年12月)与应用后(2023年12月)患者的就医体验及满意度。结果 一院多区差异法管理策略应用后3个院区患者就医体验得分为(58.54±2.36)分,高于管理策略应用前的(58.13±3.24)分(t=-3.223,P=0.001),3个院区患者间比较,差异无统计学意义(F=0.781,P=0.458);管理策略应用后3个院区患者对医院整体的满意度得分为(98.44±6.22)分,高于管理策略应用前的(97.98±6.87)分(t=-2.490,P=0.013),3个院区患者间比较,差异无统计学意义(F=1.128,P=0.324);3个院区收到锦旗、表扬信的数量由应用前的1 661件提升至应用后的2 190件,增长率为31.85%。结论 一院多区差异法管理策略以差异管理为手段、同质化要求为目标,具有良好的实践性,可提升一院多区患者的就医体验和满意度。

关键词: 公立医院, 一院多区, 差异法管理, 患者就医体验, 满意度, 护理管理研究

Abstract:

Objective To explore and implement a differentiated management strategy for multi-campus hospitals to improve patient experience and satisfaction,and achieve the goal of homogenized management. Methods In December 2021,the Picker Patient Experience Questionnaire was used to survey the patient experience at 3 campuses of a tertiary A hospital in Hangzhou,and the reasons for the differences were analyzed. Based on policy document reviews,special group discussions,and expert meetings,differentiated management strategy for multi-campus hospitals was formulated. The patient experience and satisfaction before(December 2021) and after(December 2023) the implementation were compared. Results After the application of the one-hospital multi-campus difference management strategy,the overall medical experience score of the patients in the 3 campus was(58.54±2.36) points,which was higher than(58.13±3.24) points before the application(t=-3.223,P=0.001),and there was no statistically significant differences among the patients in the 3 campuses(F=0.781,P=0.458). After the application of the management strategy,the overall satisfaction score of the patients in the 3 campus was(98.44±6.22) points,which was higher than (97.98±6.87) points before the application of the management strategy(t=-2.490,P=0.013),and there was no statistical significance among the patients in the 3 campus(F=1.128,P=0.324). The number of banners and letters of commendation received by the 3 campuses increased from 1 661 before the application to 2 190 after the application,with a growth rate of 31.85%. Conclusion Differentiated management in a multi-campus hospital,aiming at homogenized quality through differentiated strategies,is practicable and can significantly improve the patient experience and satisfaction across different campuses.

Key words: Public Hospital, Multi-Campus, Differentiated Management, Patient Experience, Satisfaction, Nursing Management Research