21 世纪，社会发展以人为基础，人的发展以健康为基础，健康是社会进步之基、全 面小康之要、生活幸福之本。从与健康联系最紧密的医疗行业着手，是提升健康水平的 必由之路，随着“健康中国”要求的提出，国家出台了一系列文件来切实增强群众就医 获得感，提高患者满意度，提升全民健康水平。现今，患者在就医过程中，除了关注客 观疗效以外，对就医流程包含的医疗文化、医疗体验和医疗参与方面的需求也越来越明 显；不仅在就医过程中，而且在就医前后的准备过程中也希望获得高质量的体验，对于 就医满意度的要求在不断提高。 本文以 H 医院为研究对象，在介绍 H 医院基本情况的基础上，运用访谈法对 H 医 院部分住院患者及负责患者满意度调研的工作人员进行访谈，探讨 H 医院患者满意现 状。通过问卷调查的形式，以患者满意现状为基础，以体验理念为突破口，对患者住院 就医满意度进行研究，将入院可及性服务、一般住院服务、住院治疗服务、投诉与建议 服务、后勤与环境服务以及出院指导服务作为调查指标，对调查数据运用 SPSS 软件进 行数据分析。从体验视角剖析 H 医院在住院患者就医满意度方面存在的问题和成因，进 而提出针对 H 医院住院患者满意度提升的建议和对策。H 医院患者住院总体满意度为 3.820，数值介于 3 分到 4 分之间，说明对于 H 医院住院总体满意度处在一般和满意之 间，这表示 H 医院在患者住院满意度方面尚存在着许多要改进的地方。具体改进对策包 括，优化入院就医体验、提升一般住院服务体验、提高住院治疗服务体验、加强投诉建 议管理、改善医院后勤与服务环境和加强出院指导管理。通过上述对策改善 H 医院患者 满意度不高，患者就医体验不高的问题。 本研究不但可以帮助 H 医院对于自身患者住院满意度的情况有进一步了解，帮助 H 医院找到提高满意度的对策，同时经由研究，将所学的知识和自身经验加以梳理验证， 为其他医疗机构进行患者满意度研究提供一定的参考价值。 关键词，患者满意度，体验，医疗服务，就医流程III ABSTRACT In the 21st century, social development is based on people, and human development is based on health. Health is the foundation of social progress, the need for comprehensive well-off, and the foundation of happiness in life. Starting with the health care industry, which is closely related to health, is the only way to improve health. With the requirements of “Healthy China”, the state has issued a series of documents to effectively enhance the sense of people's access to medicine, improve patient satisfaction, and improve the health of the whole people. Level. With the development of the times, the people have paid more and more attention to the quality of life and health protection. Nowadays, in the process of seeking medical care, in addition to paying attention to objective therapeutic effects, the demand for medical culture, medical experience and medical participation involved in the medical treatment process is becoming more and more obvious; not only in the process of medical treatment, but also in the preparation process before and after medical treatment. I also hope to have a high-quality experience, and the demand for medical satisfaction is constantly improving. This article takes H hospital as the research object. On the basis of introducing the basic situation of H hospital, the interview method is used to interview some patients in H hospital and the staff responsible for patient satisfaction survey to discuss the current situation of patient satisfaction in hospital H. Based on the form of questionnaire survey, based on the status of satisfaction, with the concept of experience as a breakthrough, the hospital will study the whole process experience of hospitalization, hospital accessibility services, general hospitalization services, hospitalization services, complaints and counseling services, logistics. The environmental service and the discharge guidance service are used as survey indicators, and the survey data is analyzed by SPSS software. Then, the data is analyzed, and the problems and causes of H hospital satisfaction in patient satisfaction are analyzed from the perspective of experience. Then the suggestions and countermeasures for the improvement of patient satisfaction in H hospital are put forward. The overall hospitalization satisfaction of patients in H hospital was 3.820, and the value ranged from 3 to 4 points, indicating that the overall satisfaction with the hospital experience of H hospital was between general and satisfactory, which indicates that H hospital still exists in the patient hospitalization experience.IV There are many places to improve. Specific improvement measures include: optimizing hospitalization experience, improving general inpatient service experience, improving hospitalization service experience, strengthening complaint handling management, improving hospital medical environment and strengthening discharge guidance management. Through the above measures, the problem of low satisfaction of patients in H hospital and the low medical experience of patients are solved. This study can not only help H hospitals to further understand the hospitalization satisfaction of their patients, but also help H hospitals find countermeasures to improve their satisfaction. At the same time, through research, they will sort out the knowledge and experience they have learned and conduct research for other medical institutions. Patient satisfaction studies provide a certain reference value. KEYWORDS: Patient Satisfaction, Experience, Medical Services, Medical Treatment ProcessV 目 录 摘要...................................................................................................................................I ABSTRACT....................................................................................................................III 1 绪 论..............................................................................................................................1 1.1 研究背景.................................................................................................................1 1.1.1 时代背景..........................................................................................................1 1.1.2 政策背景..........................................................................................................1 1.1.3 行业背景..........................................................................................................2 1.2 研究意义.................................................................................................................2 1.2.1 理论意义..........................................................................................................3 1.2.2 实践意义..........................................................................................................3 1.3 研究方法和内容.....................................................................................................4 1.3.1 研究方法..........................................................................................................4 1.3.2 研究内容..........................................................................................................4 1.4 研究思路.................................................................................................................5 1.5 创新之处.................................................................................................................6 2 理论基础与文献综述....................................................................................................7 2.14C 理论 ....................................................................................................................7 2.2 体验.........................................................................................................................7 2.2.1 体验的内涵......................................................................................................7 2.2.2 体验的分类......................................................................................................8 2.3 患者满意度............................................................................................................10 2.4 体验与患者满意度...............................................................................................10 3 H 医院住院患者满意现状............................................................................................13 3.1H 医院简介............................................................................................................13VI 3.2H 医院住院患者满意的访谈................................................................................14 4 体验视角下 H 医院住院患者满意度的影响因素调查..............................................17 4.1 问卷设计与发放...................................................................................................17 4.2 调查结果描述.......................................................................................................19 4.2.1 调查对象基本情况描述................................................................................19 4.2.2 调查问卷的信度分析....................................................................................21 4.2.3 调查问卷的效度分析....................................................................................22 4.2.4 调查问卷结果数据分析................................................................................22 4.3H 医院住院患者满意度的影响因素总结............................................................27 4.3.1 入院可及性服务方面....................................................................................27 4.3.2 一般住院服务方面........................................................................................28 4.3.3 住院治疗服务方面........................................................................................29 4.3.4 投诉和建议服务方面....................................................................................30 4.3.5 后勤和环境服务方面....................................................................................30 4.3.6 出院指导服务方面........................................................................................31 5 提升 H 医院住院患者满意度的策略..........................................................................33 5.1 优化入院就医体验...............................................................................................33 5.1.1 增加预约手段并提高预约效率....................................................................33 5.1.2 提供预约就医时间建议................................................................................33 5.1.3 成立入院准备中心，简化入院流程............................................................34 5.2 提升一般住院服务体验.......................................................................................35 5.2.1 改变服务理念................................................................................................35 5.2.2 转变服务方式................................................................................................36 5.2.3 以“互联网+”为手段改进服务..................................................................37 5.2.4 提高护理质量，扩大服务范围....................................................................37 5.2.5 建立医疗服务考核制度................................................................................38 5.3 提高住院治疗服务体验.......................................................................................38 5.3.1 提高医学技术水平........................................................................................38VII 5.3.2 加强医患沟通能力........................................................................................38 5.3.3 开展健康科普教育........................................................................................39 5.3.4 拓展药学服务手段........................................................................................39 5.4 加强投诉建议管理...............................................................................................40 5.4.1 加强法律知识培训........................................................................................40 5.4.2 畅通投诉渠道................................................................................................40 5.4.3 完善医疗投诉处理制度.................................................................................40 5.4.4 及时拿出反馈意见........................................................................................41 5.5 改善医院后勤和环境服务...................................................................................41 5.5.1 提高后勤人员关注度....................................................................................41 5.5.2 开展营养健康食堂建设................................................................................41 5.5.3 开展卫生间服务设施满意行动....................................................................42 5.5.4 完善院区标识................................................................................................42 5.6 加强出院指导管理...............................................................................................42 5.6.1 重视出院指导................................................................................................42 5.6.2 做好书面出院小结........................................................................................42 5.6.3 定期随访指导................................................................................................43 6 研究结论与展望..........................................................................................................45 6.1 研究结论...............................................................................................................45 6.2 研究不足与展望...................................................................................................46