Study on the effect of differentiated management in a multi-campus hospital for improving patient experience
10.3761/j.issn.0254-1769.2024.15.001
- VernacularTitle:一院多区差异法管理对提升患者就医体验的效果研究
- Author:
Tingting WANG
1
;
Meijuan LAN
;
Yuping ZHANG
;
Meiqi YAO
;
Chenling ZHU
;
Jianping SONG
;
Yan YANG
;
Xiuqin FENG
Author Information
1. 310009 杭州市 浙江大学医学院附属第二医院护理部
- Keywords:
Public Hospital;
Multi-Campus;
Differentiated Management;
Patient Experience;
Satisfaction;
Nursing Management Research
- From:
Chinese Journal of Nursing
2024;59(15):1797-1803
- CountryChina
- Language:Chinese
-
Abstract:
Objective To explore and implement a differentiated management strategy for multi-campus hospitals to improve patient experience and satisfaction,and achieve the goal of homogenized management.Methods In December 2021,the Picker Patient Experience Questionnaire was used to survey the patient experience at 3 campuses of a tertiary A hospital in Hangzhou,and the reasons for the differences were analyzed.Based on policy document reviews,special group discussions,and expert meetings,differentiated management strategy for multi-campus hospitals was formulated.The patient experience and satisfaction before(December 2021)and after(December 2023)the implementation were compared.Results After the application of the one-hospital multi-campus difference management strategy,the overall medical experience score of the patients in the 3 campus was(58.54±2.36)points,which was higher than(58.13±3.24)points before the application(t=-3.223,P=0.001),and there was no statistically significant differences among the patients in the 3 campuses(F=0.781,P=0.458).After the application of the management strategy,the overall satisfaction score of the patients in the 3 campus was(98.44±6.22)points,which was higher than(97.98±6.87)points before the application of the management strategy(t=-2.490,P=0.013),and there was no statistical significance among the patients in the 3 campus(F=1.128,P=0.324).The number of banners and letters of commendation received by the 3 campuses increased from 1 661 before the application to 2 190 after the application,with a growth rate of 31.85％.Conclusion Differentiated management in a multi-campus hospital,aiming at homogenized quality through differentiated strategies,is practicable and can significantly improve the patient experience and satisfaction across different campuses.
