摘要
医院门诊是患者就医的第一场景,门诊布局、就医流程和医护态度等共同构成了“就医环境”,即患者对医院的“综合印象”。这种印象的好坏对患者的心理和生理产生一定的影响,进而外化成为患者在就医过程中的行为。笔者通过分析门诊患者的心理特点、情绪特征和门诊投诉原因,提出优化门诊环境和就医流程的建议,为医院管理者实施提升医疗服务品质、改善医患关系和减少医患纠纷的措施提供参考。
The outpatient service of a hospital is the first scene for patients to seek medical treatment.The outpatient service layout,medical treatment process,and medical attitude constitute the"medical treatment environment",i.e.,the"comprehensive impression"of patients on the hospital.The impression will have a certain impact on the psychology and physiology of patients,and then externalize into the behavior of patients in medical treatment.By analyzing the psychological characteristics and emotional features of outpatients and the causes of outpatients'complaints,this author puts forward suggestions to optimize the outpatient environment and medical process,to provide references for hospital managers to implement measures to improve medical service quality,improve doctor-patient relationship and reduce doctor-patient disputes.
作者
王海连
乔莹
管仲
王索怡
李媛媛
张志军
张小芊
张亮
王晓文
WANG Hailian;QIAO Ying;GUAN Zhong;WANG Suoyi;LI Yuanyuan;ZHANG Zhijun;ZHANG Xiaoqian;ZHANG Liang;WANG Xiaowen(Medical Office,Yuquan Hospital,Tsinghua University,Beijing 100040,China;Medical Department,Beijing Fuwai Hospital Management Co.,Ltd,Beijing 100040,China;Shijingshan District Health Commission of Beijing Municipality,Beijing 100040,China)
出处
《中国研究型医院》
2021年第6期27-30,共4页
Chinese Research Hospitals
关键词
门诊医疗
院内诊疗
模型
心理学
Ambulatory care
Institutional practice
Models,psychological
