"没有什么比言语更有力量:"患者经验叙述如何使改善成为可能
Rachel Grob1, Yuna S H Lee, Dale Shaller
1Author Affiliations: Qualitative and Health Experiences Research Lab, Department of Family Medicine and Community Health , Center for Patient Partnerships, University of Wisconsin, Madison, Wisconsin; (Dr Grob and Ms Warne) Department of Health Policy and Management, Mailman School of Public Health, Columbia University, New York, New York (Dr Lee); Shaller Consulting Group, Stillwater, Minnesota (Mr Shaller); Health Care Management Department, The Wharton School, University of Pennsylvania, Philadelphia, Pennsylvania (Ms Matta and Dr Nembhard); and Department of Health Policy and Management, School of Public Health, Yale University, New Haven Connecticut (Dr Schlesinger).
中层管理人员发现患者经验叙述对于改善护理和领导能力是有价值的. 这些故事提供了洞察力,增强了理解,并推动了医疗保健机构的质量改进计划.
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 质量健康研究 质量健康研究
背景情况:
- 患者体验叙述对于医疗保健的测量和改进越来越重要.
- 叙述为临床医生和工作人员提供可信的证据,但其实际应用可能具有挑战性.
- 门诊诊所的中层管理人员在利用这些叙述方面发挥着关键作用.
研究的目的:
- 探索中层管理人员如何在日常工作中重视和使用书面患者体验叙述.
- 了解叙述在门诊诊所领导,监督和质量改善中的作用.
主要方法:
- 定性研究涉及与8家门诊的20名中层管理人员进行半结构面试.
- 对转录的采访进行主题分析,以确定与叙事评估和利用相关的主题.
- 使用MAX-QDA软件进行数据管理和编码.
主要成果:
- 管理人员重视叙述,以增加患者体验得分,加深患者的理解,识别运营问题,并促进战略工作.
- 叙事用于监督,团体学习,激励员工,识别优势和激发转型思维.
- 叙述通过突出问题和建议解决方案,为特定的质量改进项目提供了信息.
结论:
- 叙述是中层管理人员在领导和监督方面的一个有价值的工具,指导门诊环境中的改进工作.
- 叙事数据的使用可以提高患者体验得分,为工作场所的努力提供方向和意义.
- 在患者叙述的形式中,词语是获得洞察力和推动有意义的变革的强大工具.
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