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

摘要：

目的 分析国内提升患者就医体验的相关政策，为政策的实施提供参考。方法 计算机检索2015年1月—2024年6月国家卫生健康委员会、中国政府、国家中医药管理局、国家医疗保障局等行政部门网站，以及北大法宝信息检索系统、中国知网，筛选关于提升患者就医体验的政策文本。构建“政策工具-政策目标”二维政策分析框架，采用内容分析法，对政策文本进行量化分析。结果 共纳入36份政策文本，提取142条政策编码。在政策工具维度中，供给型、需求型、环境型政策工具使用占比分别为61.27%、28.17%、10.56%。在政策目标维度中，提升患者就诊前体验、提升患者门诊就诊体验、提升患者急诊急救体验、提升患者住院体验、提升患者随访体验和改善医疗服务的基础支持工作占比分别为16.20%、19.72%、10.56%、12.68%、11.27%、29.58%。交互分析结果显示，提升患者就医体验相关政策多利用供给型政策工具改善医疗服务的基础支持工作。结论 在提升患者就医体验相关政策中，不同类型政策工具的使用情况存在差异，政策目标分布不均衡。护理管理者应关注护士的护理信息实践能力，强化高级实践护士和急诊急救专科护士的培养，将人文关怀融入临床实践，加强患者经济负担的筛查，并建立动态的护理满意度反馈机制，以全面提升护理质量及患者的就医体验。

关键词: 患者体验, 卫生政策, 文本分析, 护理管理研究