| Objective:To explore the application of hospital service experience standards and build a hospital quality service system in order to better meet the needs of patients for medical services,so as to provide a basis for the hospital to formulate quality service improvement strategies,improve patients’ medical experience and enhance patient satisfaction.Methods:According to convenience sampling method to investigate the outpatient service areas apply to the hospital service experience standard,and evaluate the quality management of environment,facilities,equipment and signs exposed to patients in each area by open inspection and the service quality of medical staff in direct contact with patients by covert inspection in 2021 and 2022 years.And then investigate the goal attainment of service experience standards include appointment registration,outpatient service,physical examination service,diagnosis and treatment auxiliary inspection and inspection,charging service,pharmacy service and logistics service.According to the implementation time of hospital service experience standards,service management strategies were divided into pre-implementation group and post-implementation group,with a total of 756 times of observation results.A total of 964 outpatients were selected to investigate their satisfaction before and after the implementation of service experience standards.Results : Implementing hospital service experience standards,building hospital service culture,promoting hospital environment construction and service quality,and establishing a high-quality service system can effectively improve the doctor-patient relationship and patients’ medical experience.(1)Appointment registration experience: The overall score of appointment registration experience increased from 21.89 ± 1.13 to 23.35 ± 0.93 after the implementation of the service experience standard,and the difference was statistically significant(P<0.001).There was no statistical difference in terms of appointment registration channels and information transmission because of full marks were obtained before and after implementing the service experience standards.And then the score of appointment registration guidelines increased from 3.52±0.69 to 4.59±0.49(P﹤0.001),the score of service attitude increased from 4.04±0.82 to4.41±0.49(P﹤0.05),the difference was statistically significant.While the score of registration fee service increased from 4.33±0.47 to 4.35±0.48(P﹥0.05),which the difference was not statistically significant.(2)Outpatient service experience: The overall score of outpatient service experience increased from 27.83±1.38 to 31.63±0.75 after the implementation of service experience standard,and the difference was statistically significant(P<0.001).There was no statistical difference in terms of outpatient procedures and pre-screening triage service because of full marks were obtained before and after implementing the service experience standards.The score of guidance and help increased from 3.56±0.71 to 4.13±0.34(P﹤0.001),the score of consultation service increased from 4.00±0.79 to 4.31±0.46(P ﹤ 0.05),the score of service attitude increased from 3.69±0.83 to 4.80±0.40(P ﹤ 0.001),the score of diagnosis and treatment service increased from 3.31±0.57 to 4.06±0.23(P﹤0.001),and the score of personalized outpatient value-added service increased from 3.28±0.45 to4.33±0.47(P﹤0.001),the difference were statistically significant.(3)Charged service experience: The overall score of fee-for-service experience increased from 25.98±1.06 to 27.70±0.74 after the implementation of the service experience standard,and the difference was statistically significant(P<0.001).There was no statistical difference in terms of fee refund process,details of payment items and priority payment service because of full marks were obtained before and after implementing the service experience standards.Payment method score increased from 4.00±0.79 to 4.31±0.46(P ﹤ 0.05),waiting time score increased from3.65±0.48 to 4.33±0.47(P﹤0.001),service attitude score increased from 3.33±0.58 to 4.06±0.23(P﹤0.001),the difference were statistically significant.(4)Pharmacy service experience:The overall score of pharmacy service experience increased from 22.91±1.11 to 26.72±0.87 after the implementation of service experience standard,and the difference was statistically significant(P<0.001).There was no statistical difference in terms of dispensing process dimension because of full marks were obtained before and after implementing the service experience standards.Identity check score increased from 3.35±0.48 to4.19±0.39(P﹤0.001),waiting time score increased from 3.70±0.57 to 4.06±0.23(P﹤0.001),service attitude score increased from 3.74±0.44 to 4.26±0.44(P﹤0.001),medication guidance service score increased from 3.26±0.44 to 5.00±0.00(P ﹤0.001),and the score of personalized value-added service increased from 3.85±0.36 to 4.22±0.42(P﹤0.001),the difference were statistically significant.(5)Physical examination service experience: The overall score of physical examinationservice experience increased from 29.87±1.32 to 33.80±0.75 after the implementation of service experience standard,and the difference was statistically significant(P<0.001).There was no statistical difference in terms of the dimension of reservation service because of full marks were obtained before and after implementing the service experience standards.Reception service score increased from 3.37±0.48 to 4.09±0.29(P﹤0.001),guidance and help score increased from3.72±0.56 to 4.06±0.23(P﹤0.001),service attitude score increased from 3.76±0.43 to 4.07±0.26(P ﹤ 0.001),breakfast service score increased from 3.26±0.44 to4.13±0.34(P﹤0.001),physical examination service score increased from 3.83±0.37 to 4.11±0.31(P ﹤ 0.001),obtaining physical examination results score increased from 3.67±0.47 to 4.13±0.34(P ﹤ 0.001),and the value added of personalized physical examination service score increased from 3.26±0.44 to 4.20±0.40(P ﹤0.001),the difference were statistically significant.(6)Diagnosis and treatment auxiliary inspection experience: The overall score of auxiliary examination service experience increased from 24.07±1.23 to 26.80±0.97 after the implementation of service experience standard,and the difference was statistically significant(P<0.001).There was no statistical difference in terms of the process dimension of diagnosis and treatment auxiliary inspection because of full marks were obtained before and after implementing the service experience standards.Guidance and help score increased from 3.37±0.48 to 4.09±0.29,reception service score increased from 3.61±0.59 to 4.06±0.23(P﹤0.001),access to inspection results score increased from 3.76±0.43 to 4.61±0.07(P ﹤ 0.001),service attitude score increased from 3.26±0.44 increased to 3.96±0.04(P﹤0.001),safety measure score increased from 3.61±0.56 to 4.56±0.49(P ﹤ 0.001),and personalized inspection value-added service score increased from 3.85±0.78 to 4.24±0.06(P﹤0.001),the difference were statistically significant.(7)Logistics service experience: The overall score of logistics service experience increased from 9.83±1.12 to 12.54±0.90 after the implementation of service experience standards,and the difference was statistically significant(P<0.001).The overall environment score of the hospital was increased from3.46±0.50 to 3.80±0.65(P﹤0.05),the logo score was increased from 3.26±0.70 to4.59±0.49(P﹤0.001),and the hospital facility score was increased from 3.11±0.53 to 4.15±0.36(P﹤0.001),the difference were statistically significant.(8)Outpatients’ satisfaction with medical technology departments: The overall satisfaction of outpatients with the medical technology department increased from92.46% before implementation to 97.38%,and the difference was statistically significant(P<0.001).After implementing the service experience standard,the satisfaction of outpatients with the service attitude of medical technology departments was 97.62%,which increased by 4.45% compared with 93.17% before implementation,the difference was statistically significant(P﹤0.001).In terms of waiting time,the satisfaction rate was 97.12%,which increased by 5.76% compared with 91.36% before the implementation,the difference was statistically significant(P﹤0.001).(9)Outpatients’ satisfaction with doctors: The overall satisfaction of outpatients with doctors increased from 95.37% before implementation to 97.50%,and the difference was statistically significant(P<0.001).After implementing the service experience standard,outpatients’ satisfaction with doctors’ service attitude increased from 93.98% to 97.06%,the difference was statistically significant(P﹤0.05).The satisfaction of doctor communication increased from 96.02% to 97.54% before implementation,and the difference was statistically significant(P ﹤ 0.05).The satisfaction of doctors’ privacy protection increased from 95.83% to 97.92%,the difference was statistically significant(P﹤0.001).(10)Outpatients’ overall satisfaction with the hospital: The overall satisfaction of outpatients with the hospital increased from 93.67% before the implementation to97.80%,and the difference was statistically significant(P<0.001).After implementing the service experience standard,the satisfaction of outpatients on the comfort,safety and hygiene of waiting area or consulting room increased from93.98% to 96.15%,signage’ satisfaction increased from 92.36% to 97.83%,and the satisfaction of hospital facilities(seats,elevators,drinking water equipment)increased from 92.63% to 98.08%,hospital spatial layout’ satisfaction increased from 93.24% to 97.60%,and treatment process’ satisfaction increased from 94.42%to 98.32%,the difference was statistically significant(P﹤0.001).Conclusion:(1)The implementation of hospital service experience standard contributes to the construction of hospital quality service system.(2)The construction of hospital quality service system promotes hospital service quality.(3)The implementation of hospital service experience standard promotes outpatient satisfaction The implementation of hospital service experience standard promotes outpatient satisfaction. |
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