一院多区差异法管理对提升患者就医体验的效果研究

doi:10.3761/j.issn.0254-1769.2024.15.001

摘要/Abstract

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

王婷婷, 兰美娟, 张玉萍, 姚梅琪, 朱晨玲, 宋剑平, 杨燕, 封秀琴. 一院多区差异法管理对提升患者就医体验的效果研究[J]. 中华护理杂志, 2024, 59(15): 1797-1803.

WANG Tingting, LAN Meijuan, ZHANG Yuping, YAO Meiqi, ZHU Chenling, SONG Jianping, YANG Yan, FENG Xiuqin. Study on the effect of differentiated management in a multi-campus hospital for improving patient experience[J]. Chinese Journal of Nursing, 2024, 59(15): 1797-1803.

图/表 4

表1 3个院区患者就医体验情况比较（分，$ \bar{x} \pm s$）

Table 1 Comparison of different dimensions of patient medical experience in the 3 campuses（score，$ \bar{x} \pm s$）

表2 两组一般资料的比较 [例（百分比，%）]

Table 2 Comparison of general information between the 2 groups [cases（percentage，%）]

表3 管理策略应用前后多院区患者就医体验的比较（分，$ \bar{x} \pm s$）

Table 3 Comparison of medical experience of patients in multiple campuses before and after the application of management strategies （score，$ \bar{x} \pm s$）

表4 管理策略应用前后多院区患者满意度得分的比较（分，$ \bar{x} \pm s$）

Table 4 Comparison of patients’ satisfaction scores in multiple campuses before and after the application of management strategies （score，$ \bar{x} \pm s$）

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