Objective To evaluate medical service performance of county-level public hospitals from the perspective of the patient experience.Methods Using typical sampling method to choose Zhenjiang and Yangzhou as sample cities and to choose Jurong,Danyang,Baoying and Gaoyou as sample counties.The results of medical service performance evaluation of county-level public hospitals were calculated according to the scale scoring method.Results The top three scores of the first-level index of county public hospitals were relationship between doctors and patients,overall evaluation and service management,while the scores of quality efficiency and medical expenses were low.Through further understanding patients' experience and evaluation of hospital services,it was found that the top five scores of patients experience were checking patient information,protecting personal privacy,the necessity of laboratory tests,timely answering and timely help.The latter five scores of patient experience were multi-channel registration,channels to reflect opinions to hospitals,expenses uncovered by insurance reimbursement,check waiting time and one person one clinic.Conclusion The results show that the overall evaluation of medical services is better.The relationship between doctors and patients is good,but patients have low level of knowledge with their own disease.The burden of medical expenses is still heavy.The county-level public hospital technology level is low and that needs to be improved.Patients waiting time is relatively long.%目的 从患者角度评价江苏省县级公立医院医疗服务绩效.方法 运用典型抽样的方法选取镇江市与扬州市作为样本城市,选取镇江下辖的句容和丹阳以及扬州下辖的宝应和高邮作为样本县,按照量表计分的方法对江苏省县级公立医院进行医疗服务绩效评价.结果 患者对江苏省县级公立医院医疗服务绩效总体评价排名前3的一级指标分别为医患关系、总体评价、服务管理,对质量效率、医疗费用体验较差.进一步了解患者对医院各项服务的体验和评价发现,患者体验得分前5位的三级指标依次是核对患者信息、保护个人隐私、化验检查的必要性、及时答疑、及时帮助;就医体验垫底的5个指标依次为多途径挂号、向医院反映意见的渠道、医保报销范围外费用、检查等待时间、一人一诊间.结论 患者对医疗服务总体评价较好;医患关系良好,但患者对自身疾病认知水平较低;患者医疗费用负担仍较重;医疗技术水平有待提高;患者就医等待时间较长.
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