Research On Patient Experience In A Hospital In Shenzhen Based On The Whole Process Of Medical Treatment

Objective:This study takes inpatients from a hospital in Shenzhen as the research object,explores the patient experience based on the entire medical treatment process,analyzes the factors that affect the patient experience,explores the differences in the experience of inpatients from different departments in various stages of medical treatment,and identifies the medical treatment stages that have significant correlation with the overall patient experience.Corresponding suggestions and countermeasures are proposed to further improve the patient experience and enhance the patient’s sense of gain for the hospital Provide reference for improving the quality of medical services through a sense of happiness.Methods:This study used the "Inpatient Experience Survey Questionnaire" as a measurement tool to investigate 2275 inpatients in a hospital in Shenzhen from September 2021 to June 2022,The survey content includes basic information of patients(gender,age,address,medical insurance type,occupational type,annual family income,medical treatment category,etc.)and the experience of 12 stages of medical treatment(admission,reception,ward rounds,treatment,nursing,auxiliary examinations,surgical anesthesia,complaint management,identity verification,logistics support,and service perception).Data was collected through on-site self filled questionnaires,and descriptive analysis,analysis of variance,t-test,correlation analysis,and structural equation modeling were conducted using SPSS24.0 and AMOS24.0 software to analyze the experience of hospitalized patients.Results:(1)Inpatients had the highest experience score of 4.439 ± 0.712 in the care session and the lowest experience score of 3.978 ± 0.643 in the cost perception session.(2)There is a significant difference in the patient experience during the admission process between medical insurance types(P<0.05);Age and medical insurance type have significant differences in patient experience during the reception process(P<0.05);The type of medical insurance has a significant impact on the patient experience during ward rounds(P<0.05);Age,occupation,and annual family income have significant differences in patient experience during the treatment process(P<0.05);There is a significant difference in the patient experience of the auxiliary examination process between medical insurance types(P<0.05);Age,place of residence,occupation,and referral method have significant differences in patient experience during surgical anesthesia(P<0.05);There is a significant difference in patient experience in the cost perception process between medical insurance types(P<0.05);Age,family annual income,and referral methods have significant differences in patient experience during the complaint process(P<0.05).(3)Inpatients from different departments had more positive experiences in the check-in session(F=2.509,P<0.05),treatment session(F=6.553,P<0.05),auxiliary examination session(F=3.634,P<0.05),surgical anesthesia session(F=80.874,P<0.05),complaint session(F=3.071,P<0.05),logistic support session(F=2.167,P<0.05).2.167,P<0.05)were statistically significant.(4)Room check,nursing care,service perception,cost perception,and identity verification were significantly associated with overall patient experience,with factor loadings of 0.229,0.207,0.491,0.261,and 0.079.Conclusions:The overall inpatient experience evaluation was high,and patients had the best experience in the nursing session and the worst experience in the cost perception session;there were differences in the effects of patients’ own factors and access-related factors on the experience of different access sessions;the overall patient experience evaluation was higher in hepatobiliary surgery and urology;the differences between the inpatient experience of different departments in the check-in session,treatment session,auxiliary examination session,surgical anesthesia session,The differences in the experiences of inpatients in different departments were statistically significant in the check-in session,nursing session,service perception session,cost perception session,identity verification session and the overall patient experience.