关键词: 患者体验, 卫生政策, 文本分析, 护理管理研究

Abstract:

Objective To explore domestic policies to improve patients’ medical experience，so as to provide references for subsequent policy optimization. Methods Computer searches were conducted on the websites of administrative departments such as the National Health Commission，Chinese government，the National Administration of Traditional Chinese Medicine，and the National Healthcare Security Administration from January 2015 to June 2024. Additionally，the formation retrieval system of Beijing University of Law’s Database of Legal Information and the China National Knowledge Infrastructure were also utilized to select policy documents related to enhancing the patient’s medical experience. A two-dimensional analysis framework of “policy tools-policy goals” was constructed，and the content analysis method was used to quantitatively analyze policy texts. Results A total of 36 policy texts were included，with 142 policy codes. The use of supply-based，demand-based，and environment-based policy instruments accounted for 61.27%，28.17%，and 10.56%，respectively. Among the dimensions of policy goals，improving patients’ pre-treatment experience，improving patients’ outpatient experience，improving patients’ emergency experience，improving patients’ inpatient experience，improving patients’ follow-up experience，and improving the whole basic support of medical services accounted for 16.20%，19.72%，10.56%，12.68%，11.27%，and 29.58%，respectively. Under the intersection of the 2 dimensions，the focus is on improving the whole basic support of medical services by means of supply-based policy tools. Conclusion In the policies related to improving patient experience，there are differences in the use of different types of policy tools，and the distribution of policy goals is unbalanced. Nursing managers should pay attention to nurses’ nursing information practice ability，strengthen the training of advanced practice nurses and emergency specialist nurses，integrate humanistic care into clinical practice，strengthen the screening of patients’ economic burden，and establish a dynamic nursing satisfaction feedback mechanism，so as to comprehensively improve the quality of nursing and patients’ medical experience.

Key words: Patient Experience, Health Policy, Textual Analysis, Nursing Management Research