根据新的公共服务理论,门诊过程转型和患者满意度
Zejun Cai1, Ali Wu1, Xiaofeng Wang1
1Department of Gastroenterology Surgery, First Affiliated Hospital of Ningbo University, Ningbo, Zhejiang, 315010, People's Republic of China.
新的公共服务 (NPS) 理论引导了门诊过程的转变,在所有测量领域显著提高了患者满意度. 这种以患者为中心的方法提高了医疗保健服务的质量.
科学领域:
- 医疗保健管理的管理
- 公共管理理论.
背景情况:
- 患者满意度是医疗保健质量的关键指标.
- 门诊服务往往面临着影响患者体验的挑战.
研究的目的:
- 以新公共服务 (NPS) 理论为指导,评估门诊过程转型对患者满意度的影响.
- 确定门诊服务中需要改进的具体领域.
主要方法:
- 一个准实验性设计,涉及600名门诊患者在过程转换前后进行调查.
- 转型重点是基于NPS原则,患者满意度得分低于9分的领域.
- 数据收集发生在两个不同的时期:2023年6月至8月 (前) 和2024年6月至8月 (后).
主要成果:
- 在所有评估的变化后维度 (P <0.05) 中,观察到患者满意度的显著改善.
- 改善的主要领域包括医疗环境,治疗程序,服务质量,患者尊重,隐私和投诉响应能力.
- 总体患者评估得分也显示了统计学上显著的增加.
结论:
- 在门诊过程管理中应用NPS理论有效地提高了患者的满意度和服务质量.
- 这项研究提供了支持以患者为中心的医疗保健改革的经验证据.
- 研究结果为旨在通过理论驱动的干预改善门诊服务的医疗机构提供实用见解.
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