基于患者体验的医疗服务质量关键指标初探

摘要

Objective To establish patient-experience based key indicators for quality of care.Methods Literature review,collection of proven surveys on patient experience and satisfaction,study of China's conditions,with demonstrations by experts team.Results A framework was built for patientexperience based key indicators on quality of care.Level-1 indicators within the framework are tangibility,reliability,responsiveness,assurance,care and continuity.There are 28 level-2 indicators and 83level-3 indicators.Conclusion Such key indicators are highly practical as the basis for developing the scale of patient experience.%目的 建立基于“患者体验”的医疗服务质量关键指标.方法 通过检索国内外的相关文献,收集国内外成熟的患者体验和满意度调查表,结合国内现有情况,成立专家组进行论证.结果 形成了基于“患者体验”的医疗服务质量关键指标框架,构建基于“患者体验”的医疗服务质量关键指标体系,其中一级指标包括有形性、可靠性、反应性、保证性、关怀性和连续性6个,二级指标28个,三级指标83个.结论 基于患者体验的医疗服务质量关键指标体系具有很强的实用性,为患者体验量表的开发奠定了一定的基础.