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| Construction of key indicators of medical quality based on patient experience |
| HUANG Xiantao1 TANG Xueqin2 WANG Chenyu1 PAN Limin1 XUE Jun1 |
| 1.The Sixth Party Branch in the Fourth General Party Branch, the First Affiliated Hospital of Hebei North University, Hebei Province, Zhangjiakou 075000, China; 2.Department of Internal Medicine, the Fifth Hospital of Zhangjiakou City, Hebei Province, Zhangjiakou 075000, China |
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Abstract Objective To establish the evaluation system of key indicators of medical quality based on patients′ medical experience as the main evaluation criterion. Methods In this study, the key indicators of the evaluation system were preliminarily constructed by consulting the literature of related research fields at home and abroad from 2010 to 2018 using China National Knowledge Infrastructure. Delphi method was adopted to establish a medical quality evaluation model based on patients′ medical treatment experience. Through two rounds of consultation and discussion with experts, key indicators of medical quality based on patients′ experience were finally determined. Two third-level hospitals and three second-level hospitals in Hebei Province were selected to carry out patient experience survey among 400 inpatients, and the results of the survey were distinguished, analyzed and evaluated to evaluate the improvement effect of the evaluation system of key indicators of medical quality. Results In this study, five first-level indicators were designed, included objective hospital environment, treatment process, attitude of medical staff, quality of medical service and protection of patients′ rights and interests. According to their own professional experience, experts in various research fields carried out the first-level indicators effectively, formed 28 second-level indicators that can be directly investigated and visited. Each indicator can be directly used as a problem, and the patients were graded by 1-5 points. The 400 patients surveyed scored higher on the attitude of medical staff, the quality of medical service and the importance of protecting patients′ rights and interests. Conclusion The evaluation system of key indicators of medical quality based on patient experience has strong practicability, which lays a good foundation for the establishment of a complete scale for evaluating patients′ medical experience. Relevant results can be applied to improve the medical service level of the third-class hospitals in Zhangjiakou city, and it is of great significance to formulate medical service strategies in the future.
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