Study On The Status And Influencing Factors Of Medical Experience Of Inpatients In Hefei Public Hospitals Based On HCAHPS

Objective: In this study,two county-level hospitals and one provincial-level hospital in Hefei were selected as objects to understand the medical experience of patients in different links in hospitals,and explores the factors affecting their medical experience of patients,finding out the weaknesses in different levels of hospitals in the process of providing medical services,and propose targeted improvement measures to optimize service quality and improving patient experience.Methods: The research constructs the basic framework by collecting the relevant policy documents on improving the quality of medical services and patients' experience issued by the state in recent years,meanwhile reviewing the relevant literatures on patients' experience at home and abroad.A survey of 894 inpatients in three public hospitals from March to July in 2019 was conducted by using the questionnaire of medical experience of inpatients in Hefei area.The questionnaires were sent out by investigators in a "one-to-one" method and collected on the spot.Statistical description,t-test,variance analysis,factor analysis and multiple linear regression were used to analyzed status and influencing factors of inpatients' medical experienceResult:(1)The status of patients' medical experience: Among the 894 inpatients surveyed,the overall evaluation of medical experience is relatively high,with an average score of 8.71.The scores in each dimension from high to low are service attitude(4.44),discharge guidance(4.34),admission management(4.33),equipment and logistics(4.22),hospital environment(4.19),doctor-patient communication(4.18),medical technology(4.17),medication communication and privacy protection(3.89)and medical expenses(2.73)(2)Comparing the medical experience of inpatients in different levels of hospitals,we found that there were significant differences in service attitude,equipment and logistics,medical environment,discharge guidance and overall evaluation,all of them showed that the experience of patients in the third tier hospital was better than that in the second tier hospital.There was no significant difference in other dimensions.However,patients in the third-tier hospitals experience slightly worse than the second-tier hospitals in terms of specific indicators such as helping to relieve symptoms or pain,treatment effect,convenience of admission procedures,ward round inquiry details,introduction of side effects of drugs and out-of-medicine expenses.(3)Influencing factors: multiple linear regression analysis shows that patients' self-assessment emotional status is the influencing factor for each dimension and overall evaluation except the hospital environment dimension.In addition,income,marital status and occupation are the influencing factors of patients' medical expenses experience;age,hospital grade and length of stay are the influencing factors of patients' overall evaluation;age,hospital grade,length of stay,residence,self-rated health status,occupation,type of medical treatment and departments influenced experience of hospital environment are statistically significant;occupation,type of medical treatment and departments are the factors of affecting the admission management;hospital level,patients' residence,income,occupations and departments are the factors that affect patients' service attitude to medical staff;patients' self-rated health status,marriage status and occupation are the factors that affect patients' evaluation of hospital medical technology;patients' self-rated health and type of medical treatment have statistical effects on patients' evaluation of communication between doctors and patients;Patients' self-accessed health status,residence,income,occupation,hospital level and treatment type are the factors that affect patients' experience of equipment and logistics;hospital level,occupations and departments have statistical significance on drug communication and privacy protection;age,income,marital status and treatment type are the main factors that affect patients' evaluation of discharge guidance.Conclusion:(1)The overall evaluation of medical experience of inpatients in Hefei is relatively high,Among them the service attitude experience is the best and the medical expense experience is the worst.(2)There is a statistical difference in patient experience in two-tier hospitals in service attitude,equipment and logistics,medical environment,discharge guidance,and overall evaluation.All of them show that the experience of patients in third-tier hospitals is better than that in second-tier hospitals.(3)Patients' self-assessment health and emotional status,marriage,occupation,age,income,residence,hospital grade,type of medical treatment,Department,length of stay are the factors that affect patients' medical experience in all aspects of the patient and the overall medical evaluation.