论文部分内容阅读
目的挖掘患者对医疗服务满意度的体验元素,提高对患者满意度的认识。方法共访谈30名近3年内在中国和芬兰均有就医经历的中国人。使用Atlas.ti软件对数据进行录入、处理和分析。资料分析主要采用主题分析法。结果访谈对象所反映出的体验模式基本一致。从访谈资料中发现,频度最高的4个体验要素包括“根治感”“安全感”“被关怀感”以及“合作感”。结论患者满意度是由不同的体验元素组成。要真正了解并提高患者对医疗服务的满意度,必须从患者角度深刻认识这些体验元素,深入探索组成元素的本体、认知、动态和技术等层面,有针对性地改善服务模式和方式,最终提高患者对医疗服务的满意度。
Objective To explore the experience elements of patient satisfaction with medical services and to raise awareness of patient satisfaction. Methods A total of 30 Chinese people who had medical experience in China and Finland in the past 3 years were interviewed. Use Atlas.ti software for data entry, processing and analysis. The main data analysis using thematic analysis. Results of the interviewee reflected the mode of experience is basically the same. According to the interviews, the four most frequently experienced elements include “sense of root”, “sense of security” “sense of care”, and “sense of cooperation.” Conclusion Patient satisfaction is composed of different experience elements. To really understand and improve patient satisfaction with medical services, we must profoundly understand these elements of experience from a patient perspective, explore in depth the elements of ontology, cognition, dynamics and technology, and improve the service mode and manner in a targeted manner. Finally, Improve patient satisfaction with medical services.