Study On The Improvement Of Community Medical Service Based On The Patient Experience Survey Based On The PPE-15 Questionnaire

Object:To study the improvement of community medical services by the patient experience survey based on the PPE-15 questionnaire.Methods:This study randomly selected four community service centers in xi 'an city,which were denoted as communities A,B,C and D respectively.During April and May 2018,face-to-face interviews were conducted to conduct questionnaire surveys on patients and their families who came to the hospital in four communities.130 questionnaires were distributed in all the four communities and 130 questionnaires were collected.The sample data with incomplete basic information,incomplete answers to questions and identical answers to all questions were eliminated.121 valid questionnaires were collected from community A,with an effective rate of 93.08%.118 in community B,with an effective rate of 90.77%;C community 122,effective rate of 93.85%;Community D was 117,with an effective rate of 90.00%.The results of questionnaires issued and collected from April to May 2018 were analyzed to improve the projects with low scores in patient experience and the dimensions strongly related to the overall satisfaction of patients,that is,the medical staff in the four communities were trained in respect of patient preferences and emotional comfort.After the improvement,A questionnaire survey was conducted on patients and their families in 4 communities from November to December 2018.130 questionnaires were distributed in each community again,and 130 questionnaires were collected.The method of eliminating unqualified questionnaires was the same as before,124 effective questionnaires were collected in community A,with an effective rate of 95.38%.122 in community B,with an effective rate of 93.85%;120 copies of C community,with an effective rate of 92.31%;D community 124,effective rate of 95.38%.T-test,chi-square test,Spearman rank correlation analysis,Pearson correlation analysis and multivariate ordered logistic regression were used to process and analyze the data.Results:1.The analysis of patient experience in each community before the improvement found that the score of physical comfort dimension was the highest,and the score of respect for patients' preference for emotional comfort dimension was lower.2.Spearman rank correlation test was used to test the medical experience of all patients in the four communities before the improvement.It was found that the overall satisfaction was positively correlated with the willingness to seek medical advice again(r=0.636,P=0.000),and positively correlated with the willingness to recommend others(r=0.823,P=0.000).Through anova,it was found that the higher the overall satisfaction of patients,the higher the score of their willingness to seek medical treatment again and to recommend others,and the difference was statistically significant(P < 0.01).3.Pearson correlation analysis was conducted on the overall satisfaction and various experiences of all patients in the four communities before improvement.It was found that all items of patient experience were correlated with the overall satisfaction,and 5 were strongly correlated(r ? 0.5),4 were moderately correlated(0.4? r <0.5),and 6 were weakly correlated(r < 0.4).4.By comparing the experiences of all patients in the four communities before and after the improvement,it was found that the scores of all experiences of patients increased after the improvement,and the increases of 6 experience scores were statistically significant(P<0.05),while the increases of the other 9 experience scores were not statistically significant(P >0.05).5.By comparing the overall satisfaction,willingness to see a doctor again,and willingness to recommend others to see a doctor of all patients in the four communities before and after improvement,it was found that the scores of the above indexes were improved after improvement,and the difference was statistically significant(P < 0.05).Conclusions:1.All the patients in the four community service centers received the highest scores and the best experience in the dimension of "physical comfort",and the lower scores and poor experience in the dimension of "respect for patients' preferences" and "emotional comfort".According to the survey results,the dimensions of poor experience were improved,and it was found that patients' experience in all dimensions was improved.2.The overall satisfaction of patients' medical treatment was positively correlated with various experiences,and strongly correlated with "Q1.Clear answer of doctors","Q4.Sufficient attention of doctors","Q8.Respect of medical staff","Q9.Can you find someone to talk about your worries" and "Q13.Whether the purpose of the medication is clearly explained".After focusing on the improvement of patients' experience in strongly related projects,patients' experience improved.3.The higher the overall satisfaction of the patients,the stronger their willingness to visit the hospital again and recommend others to visit the hospital,namely,the higher their loyalty to the hospital.By improving strongly related projects,improving projects with poor experience,and promoting projects with good experience,the overall satisfaction and loyalty of patients are improved.It forms a virtuous circle of good experience,high evaluation,coming back to see a doctor again and recommending others to see a doctor.4.After the relevant intervention and improvement of the services provided by community medical service providers,the overall satisfaction of patients' medical treatment experience in the community was improved,and the willingness to come back to the hospital for medical treatment was enhanced.