Improvement Of Medical Experience Forpatients In Public Hospitals Under The New Medical Reform Situation

Objective: This study is to understand the patient's medical needs and service expectations by evaluating the patient's satisfaction in a large public hospital in Guangdong Province,and to analyze how to improve the patient's medical experience under the new situation.At the same time,this study has also reviewed the development of the patient experience and the relevant theoretical basis,and using the measurement results to develop an improvement plan.After that,the investigators conduct a second evaluation to test whether the implementation of the program is effective.This can improve the hospitalization experience for medical institutions,increase the humanity of medical institutions by the way of providing theoretical basis and experience for reference.Methods: Based on reading domestic and foreign literatures,combined with Maslow's hierarchy theory,total quality management theory,continuous quality improvement theory and service quality evaluation theory,the first measurement was made by field investigation,expert consultation and patient interview.The survey includes basic patient information and satisfaction-related issues,which is divided into 9 service dimensions and 38 service links.The satisfaction problem was scored on a 5-point scale,the Likert scale and the final score was converted to a percentage system.A stratified random sampling method was used to extract inpatients from a total of 69 departments in the hospital.The investigators carry mobile terminals into the hospital to collect data.The data was entered by EXCEL2007,and statistical analysis was performed using SPSS19.0,including descriptive statistical analysis of indicators,Pearson correlation coefficient analysis and regression analysis.Results: The average patient satisfaction score of the first survey was 87.84,and the scores of the corresponding 9 service dimensions were all above 85.The scores of logistics service,medical expenses and medical treatment process were ranked lower.By selecting the service links of "hospitalization expenses","guidance signs","admission procedures","nurse missions","surgical arrangements" and "care workers inspection" and lower-scoring departments for key analysis and improvement.The average patient satisfaction score of the second measurement reached 93.28,and the satisfaction scores of all dimensions were above 90 points,which was significantly higher than the first satisfaction.Conclusion: The patient satisfaction survey scale should be based on the patient experience,which can reflect the hospital's service shortcomings;Using the satisfaction survey,combined with the data analysis results to identify the problem,and propose targeted improvement measures to improve the patient's medical treatment.experience.