新医改形势下患者就医体验影响因素探讨

摘要

目的:探寻在新医改形势下影响患者就医体验的因素,从病人的视角审视当下管理中存在的问题,为持续改进医疗服务提供决策依据.方法:系统收集某三甲医院2017年7～12月门诊患者口头和书面投诉记录,运用Excel分类层别汇总分析,并以柏拉图找出患者投诉的关键性因素.结果:服务态度与沟通技巧、因系统操作不熟练或医保政策不熟悉等导致的工作失误、工作纪律以及系统设施设备故障或配置不全4个方面是患者投诉的要因.结论:新形势下,随着信息化的推进以及患者对健康服务需求的提升,影响患者就医体验的主要因素也在发生结构性变化,医疗机构管理层应适时调整思路,制定新的管理对策.%Objective To explore the factors that affect the patient's medical experience under the new medical reform situation,to examine the existing problems in the current management from the perspective of patients,and to provide decision-making basis for continuous improvement of medical service.Methods From July to December 2017,all oral and written patients' complaints were recorded.Use the Excel classification layer to summarize and analyze,and pareto identified the key factors in the patient's complaint,these four aspects are the main cause of patient complaint.Results Service attitude and communication skills Because of the system operation not skilled or health policy are not familiar with working error caused by discipline and system facilities such as equipment failure or configuration is patient complaints in four aspects Conclusion Under the new situation,with the implementation of informatization and the improvement of patients'health needs,some factors affecting the patient's medical experience are also undergoing potential changes.The management of medical institutions should adjust their thinking and formulate new management countermeasures.