Is the patient experience in Chinese hospitals good? 12 provinces and cities visited 90,000 patients to obtain the latest conclusions

On May 6, the surging news (www.thepaper.cn) learned from the China Life Care Association under the National Health Commission that the sampling survey of medical institutions in twelve provinces and cities organized by the Special Committee for Humanities Construction of its hospitals, interviewed by nearly 90,000 patients, the survey data of Patient Experience in Chinese Hospitals has been released, and the relevant research report "Blue Book of Chinese Patient Experience" will be officially published.

The Blue Book of Chinese Patient Experience

Zhou Haibo, deputy to the National People's Congress and secretary of the Party Committee of Qingyuan People's Hospital, said that continuous improvement of patient experience is an important measure to harmonious doctor-patient relationship, an important link to increase the people's sense of gain and happiness, and an inevitable requirement for implementing the Party Central Committee's adherence to the people-centered development thinking. The Blue Book of Chinese Patient Experience fills the gap in relevant domestic research, provides a reference for the government authorities to issue relevant policies, provides a reference for medical institutions to continuously optimize relevant services, and makes useful contributions to improving people's health and well-being.

The data showed that the patient experience in the laboratory department was relatively poor, but it had nothing to do with medical skills

What does the Chinese Hospital Patient Experience Survey data reveal?

The data shows that overall, the level of patient experience in men is relatively high.

The Blue Book suggests that in some examination and laboratory departments, gynecological departments, obstetrics departments, etc. that involve more personal body privacy, hospitals should pay special attention to patient privacy protection in details, so that patients' physical privacy and disease information are protected to the greatest extent.

Overall, the level of patient experience in outpatient and inpatient hospitals is the highest in tertiary hospitals, followed by community hospitals and relatively low in secondary hospitals.

In terms of pharmacy services, doctor services, and nurse services, patient experience is the best in community hospitals, which is better than that in tertiary hospitals and secondary hospitals, but in terms of logistics services, environment and facilities, and guidance services, patient experience is lower than that of tertiary hospitals and secondary hospitals.

Zhengzhou People's Hospital continues to improve quality and patient experience

The Blue Book reminds that a good treatment effect is related to the patient experience, but whether it can be achieved mainly depends on whether the treatment effect meets the patient's expectations. In some cases, although the patient's condition has been alleviated, or the pain has been alleviated, because the patient has not been able to understand the difficulty of curing the disease in advance, he is not satisfied with the existing treatment effect, which affects the medical experience and reduces the patient experience level.

The study found that most of the patients in community hospitals are small and chronic diseases. After the patients with minor diseases are cured, they can usually get a good patient experience; patients with chronic diseases are more familiar with the medical staff because they need to often go to the community hospital for treatment, so most of them have become accustomed to the diagnosis and treatment methods and service attitudes of the community hospital, and have a reasonable estimate of the treatment effect of the disease, and will hardly be dissatisfied because the gap between the existing treatment effect and the expectation is too large, so the patient experience in doctor services and nurse services is usually relatively good.

In the outpatient process, the three dimensions of patient experience with the highest are guidance service, doctor service, and nurse service; the three dimensions with the lowest patient experience are paid service, waiting experience, and examination and inspection.

In the inpatient treatment process, the three dimensions of patient experience are nurse service, doctor service, and consultation experience; the three dimensions with the lowest patient experience are paid services, environment and facilities, and logistics services.

Patients or their families generally experience poorer in terms of ICU ward charges. ICU wards are equipped with more and more advanced medical equipment than ordinary wards, medical staff care for patients is more comprehensive, and the use of high-quality medical resources should pay more. But not all patients and their families have a reasonable estimate of the level of medical expenses.

Survey data shows that the patient experience in the examination and laboratory department is relatively poor, and the nodes that patients are generally dissatisfied with are the reporting time, waiting time and order. However, in terms of the operation technology of the medical technicians in the department, the patient experience is good and is recognized by most patients.

The Hospital Humanities Construction Committee of China Life Care Association, Together with Family and Life Newspaper, Guangzhou Haisen Health Industry Research Center, Beijing Sino-European Hospital Management Technology Research Institute and Guangzhou Tonyangtai Medical Management Co., Ltd., jointly carried out the above-mentioned special research on hospital patient experience, which was included in the Chinese Hospital Humanistic Management Firefly Program.

The researchers conducted a sample survey from tertiary hospitals, secondary hospitals and community health service centers in 12 provinces and cities including Guangdong Province, Shandong Province, Henan Province, Liaoning Province, Hubei Province, Shanxi Province, Anhui Province, Sichuan Province, Zhejiang Province, Shaanxi Province, Beijing Municipality, Shanghai Municipality, etc., and the baseline survey covered 630 medical institutions and interviewed 87209 patient samples. On the basis of data mining and in-depth analysis, the research team completed the research report.

The Blue Book recommends that problems be problem-oriented and focus on key aspects such as fee-based services and the technology of healthcare workers. Eliminate excessive medical treatment, do not prescribe more drugs to patients, indiscriminately prescribe drugs, and do not carry out unnecessary inspection and inspection items; reform the hospital performance appraisal system, separate the personal remuneration of medical staff from the hospital's drug and inspection and inspection service income, and avoid some personnel from overly treating patients for profit-seeking purposes.

Li Qing, secretary general of the Hospital Humanities Construction Committee of the China Life Care Association, said that the survey once again verified that the professional satisfaction of medical staff is an important reference for patients to choose hospitals and doctors, and it is also an important node that affects the treatment effect of patients and the reputation of hospitals. At present, with diversified values, hospitals should pay more attention to the humanistic construction of hospitals with patient participation, continuously enhance the sense of belonging and happiness of medical staff from the aspects of value guidance, process improvement, and humanistic care, reduce the occupational anxiety of medical staff, improve the professional satisfaction of medical staff, and stimulate the internal motivation of medical staff to improve service levels, so as to continuously improve the patient's medical experience.

Taking the initiative to improve the patient experience can best reflect the public welfare of medical treatment

Xu Chongwei, a hospital management consulting expert at Guangzhou Tonyangtai Medical Management Co., Ltd., who participated in the research on the subject, told The Paper, from the perspective of medical institutions and doctors, we should consider how to make patients better respected. We need to scientifically determine which factors have the greatest impact on the patient experience and determine an optimal course of action.

Xu Chongwei said that the hospital wants to improve the patient experience, the cost is not high, not to build a building, or buy a machine and equipment. More important than the investment of funds is the change of ideological understanding and behavior, as well as the improvement of working methods and working methods. Hospitals need to establish a system that subtly influences everyone and encourages medical staff to work around the goal of "improving the patient experience".

Xu Chongwei believes that compared with other practices, taking the initiative to improve the patient experience can fully reflect the public welfare of the hospital and the public welfare of medical behavior.

The Blue Book begins with the statement, "Health is paramount, satisfaction is paramount." Medicine is the science of humanities, and the patient's experience and feeling is the golden index that determines patient satisfaction, and is an important embodiment of the hospital's humanistic management level. ”

Regarding the public welfare of hospitals and medical treatment, Xu Chongwei explained, "We must consider it from the perspective of the patient, not from the perspective of making money yourself." How is it best for patients? "It's called medical ethics."

"Another public good is that when society needs it, you have to stand up. At this time, you can't just think about yourself. Therefore, to study medicine, we must put morality first. For example, during the epidemic, many hospitals have abandoned their own business and run to other places to support the fight against the epidemic, to support Wuhan, to support Shanghai, to support Jilin. It has nothing to do with their hospital business, but it makes sense to society as a whole! Xu Chongwei said.

Wu Fangli, executive director of the Firefly Program of Humanities Management in Chinese Hospitals and deputy editor-in-chief of Family and Life Newspaper, said that the Blue Book of "China Patient Experience" will be unveiled at the scene of the 2022 National Hospital Humanities Management Roadshow and presented to the participants. She called on the whole society to respect the angels in white more and to recognize their efforts and efforts more. Especially during the epidemic period, countless medical staff have taken risks to "retrograde" the fight against the epidemic and made great sacrifices and dedication.

Xu Chongwei reminded that to successfully run a hospital, the person in charge should use the money on the blade. Increasing the income of medical staff, launching medical services needed by society, and improving patient experience are the "blades" he believes. "We don't want bad money to drive out good money and lead to some less knowledgeable people to become doctors."

The pattern of Qingyuan People's Hospital: not afraid of patients "running a single", improve the patient experience, not only pay attention to the hospital

Qingyuan People's Hospital of Guangdong Province is the first "hospital quality service case" in the Blue Book: ten major measures to create a characteristic "improvement" culture, give patients trust, and think about patients.

Liu Jiexiong, director of the Reform and Planning Office of Qingyuan People's Hospital, told the surging news that first diagnosis and treatment and then payment is a bold move of their hospital to open up to various departments. Patients do not have to pay registration, after the appointment on time to the hospital, you can first check, diagnosis and treatment, take medicines, after the end of all the diagnosis and treatment and then a one-time settlement of payment, eliminating the need for multiple round-trip queuing and payment links, shorten the waiting time, improve the patient's medical experience.

Liu Jiexiong further explained that in fact, every hospital has a first diagnosis and treatment and then pays, but it is limited to green channel first aid. At that time, we considered that the society was so honest, in order to facilitate the masses, the hotel can eat and then check out, why can't the hospital outpatient clinic let people pay after seeing the doctor? Initially, when the hospital boldly tried to let go, individual departments were still worried, in practice, bad debts were very few, and bad debts were mainly borne by the hospital, and later it was promoted in the hospital.

"In fact, if you save the lives of ordinary people, patients will come back to pay the fees." In addition, local folk believe that the money owed to the hospital is unlucky. ”

Liu Jiexiong said that zero-fee admission has saved the patient's treatment time to the greatest extent, ensured that the patients get safe and effective treatment in the first time, and won the time opportunity for the treatment work.

In terms of patient appointments, the hospital gives patients 12 basic credit points per month, and if the patient defaults, a certain credit score is deducted. "When you deduct 8 points and 9 points, you will be a little nervous, although in fact the hospital will still let patients see a doctor." Liu Jiexiong said.

Liu Jiexiong said that compared with general hospitals, their hospitals also have two special departments: on the one hand, the hospital pays special attention to safety and has established a medical risk prevention and control department; on the other hand, the hospital pays special attention to the patient's medical experience and has established a service department to improve the medical experience, and the special department has targeted to improve the service level of the hospital.

In order to dig up problems and improve services, the hospital specially finds volunteers and mystery guests to experience the process and score them, and where problems are found, they can be changed.

The hospital also strengthens the supervision of diagnosis and treatment service behavior, returns time to patients; adopts paperless office to shorten the time for doctors to copy prescriptions and open examination forms; forms a closed-loop management of service complaints, effectively reduces the occurrence of similar service incidents, continuously improves the patient experience, and improves the quality of hospital services.

"In fact, we have done more than 10, and the pattern of our hospital is that not only the processes in the hospital are well managed, but we are now paying more attention to the reconstruction of the medical order in the whole region." For example, the management of chronic diseases in a town or county is standardized, and we provide people to help each other do things. We transplant the experience of the hospital into the entire region, and promote the quality management and continuous improvement of the whole staff, the whole process and the whole process. Liu Jiexiong said.