Study On Patient Experience In Public Hospitals Based On Holder Perspectives

Background: Since 2009,the State has issued a series of documents to vigorously promote the reform of public hospitals and encourage social capital to actively participate in the reform and reorganization of public hospitals,including state-owned enterprises’ hospitals,to accelerate the new pattern of diversified medical services.With the influx of social capital,the number of different types of hospitals has continued to increase,and the range of medical treatment options for the masses has gradually expanded,and competition among public hospitals in the medical market has intensified.How to provide patients with better medical services,create a good medical experience,obtain a stable medical group,and occupy a favorable position in the medical market has become the primary issue that public hospitals need to pay attention.Objective: This article uses a questionnaire survey to conduct a third-party evaluation of outpatients and inpatients of a state-owned comprehensive IIIA public hospital in the northwestern Hubei Province and a government-run public hospital of the same level in the same region,Experiencing the status quo,comparing the differences in the quality of medical services in each link,identifying the advantages and disadvantages,promoting mutual learning and common development of public hospitals,continuously improving the overall quality of medical services for the northwestern Hubei Province,improving the experience of patients seeking medical treatment,and enhancing the sense of local people Promote the reform of public hospitals and provide a new way of thinking to promote a diversified medical system.Methods: This study is a cross-sectional study,using the "outpatient experience questionnaire" and "inpatient experience questionnaire",the third-party evaluation of the two hospital outpatients and inpatients in the form of electronic questionnaires.Data entry and statistical analysis were performed using Excel2013 and SPSS26.0.Descriptive statistics were expressed in frequency,percentage,and?x?s;comparison between groups was performed usingChi-square test,independent sample t test,one-way analysis of variance,and multivariate analysis was performed using multiple linear regression analysis;The analysis combining principal component analysis to construct the importance matrix of patient experience.Results:1.Reasons for choosing a hospital:(1)Outpatient: The top three reasons for outpatients of state-owned comprehensive public hospital are other,convenient,and good service attitude;the top three reasons for outpatients of government-run public hospital are good service attitude,Convenient nearby and high technology.(2)Inpatient: The top three reasons for inpatients in state-owned comprehensive public hospital are convenient,nearby,and well-known hospitals;the top three reasons for inpatients in government-run public hospital are convenient,nearby,and well-known hospitals.2.Overall experience: The overall experience of outpatients and inpatients of state-owned comprehensive public hospital is better than that of government-run public hospital.In the outpatient department,the state-owned comprehensive public hospital has a better patient experience in the medical service module than the government-run public hospital.In the inpatient area,the state-owned comprehensive public hospital has a better patient experience in the medical service,logistics management services,and nursing service module than the government-run public hospital(P <0.05).3.Univariate analysis:(1)Outpatient : There were statistically significant differences in outpatient medical experience among patients of different ages,expense categories,occupation types,annual family income,and return visits(P<0.05).(2)Inpatient : There were statistically significant differences in hospitalization patients’ age,occupation type,annual family income,and long-term residence experience(P <0.05).4.Multiple linear regression analysis:(1)Age,expense category,occupation type,and family annual income are the influencing factors of outpatient medical experience(P <0.05).(2)Age,annual family income,and long-term residenceare the influencing factors for hospitalization experience of hospitalized patients(P <0.05).5.Analysis of importance matrix:(1)Outpatient:(1)medical service module,the priority improvement of state-owned comprehensive public hospital is "diagnostic cost-effectiveness";government-run public hospital are "outpatient waiting time" and "doctor visit time".(2)Logistics management service module.The state-owned comprehensive public hospital need to improve the "outpatient toilet conditions","outpatient environmental sanitation conditions",and "hospital security measures".The government-run public hospital are "registered waiting time","order of waiting area for consultation".(2)Inpatient:(1)The medical service module.The priority of state-owned comprehensive public hospital to improve is "the number of visits by the attending doctor","the number of visits by the resident doctor","the doctor informs the treatment plan","the care and treatment of medical personnel","Doctors’ diagnosis and treatment level" and "Illness improvement";government-run public hospital are "residents’ rounds of visits","doctors inform treatment plan","patient privacy protection","Illness improvement".(2)Logistics management service module.The priority improvement of state-owned comprehensive public hospital is "cleanliness of ward beds" and "hospital security measures";government-run public hospital are "hospital security measures".(3)Nursing service module.The priority improvements of state-owned comprehensive public hospital are "patient privacy protection","care and treatment of medical staff","overall level of nurses",and "ethics and medical ethics";The government-run public hospital is "care and treatment of medical staff" and "health guidance from nurses".Conclusion:1.The overall medical experience of patients in state-owned comprehensive public hospitals is better than that in government-run public hospital.2.Age,cost category,occupation type,and annual family income are the influencing factors of outpatient medical experience.Age,family income,and long-term residence are the factors that influence hospitalization experience forhospitalized patients.3.The outpatient department of a state-owned comprehensive public hospital needs to focus on improving the cost of diagnosis and treatment,outpatient cleaning work,and security measures;the inpatient department needs to perform doctor rounds,doctor-patient communication,doctor diagnosis and treatment levels,sanitation management,security measures,medical ethics,and nurse The overall level,patient privacy protection and other key improvements.4.The outpatient department of a government-run public hospital needs to focus on improving patient waiting and consultation time and order management in the waiting area;the inpatient department needs to focus on doctors ’rounds,doctor-patient communication,Patient’s condition improves perception,patient privacy protection,security measures,nurse health education,etc.Focus on improvement.