使用患者反来预测质量改善举措的影响
1Hainan Province Center for Disease Control and Prevention, Haikou, China.
概括
来自公共热线的患者反可以预测医院质量改善. 分析显示,对医生的投诉越来越多,特别是在伤害和沟通方面,强调需要更好的临床医生与患者的互动.
科学领域:
- 改善医疗保健质量 改善医疗保健质量
- 患者体验研究 研究研究
- 医疗服务管理 医疗服务管理
背景情况:
- 全球各地的医院使用患者反道来提高护理质量.
- 有限的研究已经探索了使用患者反来主动推动质量改进计划.
研究的目的:
- 评估来自公共热线的患者反是否可以预测医院质量改善工作的有效性.
主要方法:
- 从第三级医院 (2018-2021) 收到的771个患者投诉的回顾性分析.
- 使用澳大利亚医院患者体验问题集编码的投诉.
- 使用非参数曼-肯德尔测试和联合点回归的趋势分析.
主要成果:
- 大约75%的投诉涉及医生,其中"伤害和痛苦"是主要原因.
- 与2020年相比,医生对"伤害和痛苦"的投诉在2021年增加了667%,比2020年增长了667%.
- 报告指出,关于"不知情"",不关心"和"伤害和痛苦"的投诉显著增加,以及临床医生的态度和专业性的问题.
结论:
- 公众反热线为患者体验提供了有价值的见解,指导质量改进.
- 临床医生的早期参与质量改善策略至关重要.
- 加强医生与患者之间的沟通和互动对于改善患者的信任和护理质量至关重要.
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