根据患者在门诊治疗期间的经验,评估感知价值和预期价值差距:中国的一项实证研究
Sha Liu1,2, Yinhuan Hu1,2, Holger Pfaff3
1School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan, China.
Heliyon
|September 26, 2024
概括
患者 患者 患者 患者
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 提高医疗保健的质量 改善医疗保健的质量
背景情况:
- 了解患者的感知对于提高医疗保健质量至关重要.
- 对患者感知价值的研究为服务改进提供了信息.
- 评估患者的期望与经验是质量护理的关键.
研究的目的:
- 确定患者在门诊服务中感知和预期价值之间的差距.
- 确定改善门诊医疗保健的关键领域.
- 为医疗保健提供者提供战略资源配置信息.
主要方法:
- 一项涉及中国第三级医院572名门诊患者的横截面研究.
- 使用了经过验证的患者感知价值调查问卷.
- 采用重要性-绩效分析来比较感知和预期的价值.
主要成果:
- 患者的预期值在所有29个项目和8个维度中显著超过感知值.
- 观察到的最大差距在于"等待时间短",而"医院声誉"的差距最小.
- 与价格和效率相关的服务维度显示出高期望但低感知.
结论:
- 调查结果为医院管理人员和政策制定者提供了可操作的见解.
- 医疗保健提供者应优先考虑提高服务效率和解决价格问题.
- 将战略重点放在已识别的差距上可以导致更有效的资源配置和改善患者满意度.
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