Survey on the current status of medical escort services in Shanghai based on supply and demand sides
10.3760/cma.j.cn111325-20241219-01071
- VernacularTitle:基于供需双方的上海市医疗陪诊服务现状调查
- Author:
Yaqiong HU
1
;
Yao WAN
;
Li TONG
;
Zhuangjing CAO
;
Zhiqin ZHOU
;
Zhimin SHAO
Author Information
1. 复旦大学附属华东医院精神文明办，上海 200040
- Publication Type:Journal Article
- Keywords:
Medical service;
Medical escort service;
Service standardization;
Patient need;
Questionnaires
- From:
Chinese Journal of Hospital Administration
2025;41(7):552-557
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To analyze the current situation and core issues of medical escort services in Shanghai through a two-side (supply and demand) survey, so as to provide references for formulating targeted strategies for the standardized management of this industry.Methods:From June to August 2024, a questionnaire survey on awareness of escort services was conducted among patients at 16 tertiary public hospitals in Shanghai. The survey covered patients′ basic information, their needs, concerns, and expectations regarding escort services. Concurrently, a specialized questionnaire was administered to trainees enrolled in Shanghai Open University′s " elderly care escort service provider" program. This survey covered the companions′ basic profiles, types of service recipients, relevant qualifications, training programs, and standardized service procedures. Data were organized and analyzed by using SPSS 26.0 software.Results:The survey on awareness of patient escort services yielded 855 valid responses, achieving a 92.13% response rate. Among these 855 patients, the primary demand for escort services was queue management for examinations (515 cases, 71.47%), followed by assistance with registration/payment/medication pickup (528 cases, 61.74%). 587 patients (68.66%) expressed willingness to use the service. The main concerns included lack of professional expertise among attendants (538 cases, 62.92%), trust issues (494 cases, 57.78%), and fee concerns (456 cases, 53.33%). Expectations for service supervision primarily focused on service quality and safety (618 cases, 72.28%) and pricing standards (609 cases, 71.23%). The specialized survey on medical escort services yielded 194 valid questionnaires, achieving a 100.00% response rate. Among the 194 medical escort service providers, 82.5% (160 individuals) were full-time practitioners, 31.96% (62 individuals) held relevant qualification certificates, and 72.68% (144 individuals) had participated in related training programs. Regarding standardized services, 74.74% (145 individuals) of medical escorts obtained patient information prior to service delivery, 56.70% (110 individuals) signed agreements with users, and 67.01% (130 individuals) maintained records of their medical escort services.Conclusions:Shanghai′s medical escort services had achieved some success, yet faced challenges including high patient demand coupled with low trust, insufficient certification and training for escorts, and an urgent need to improve service standardization. It is recommended that medical institutions further strengthen their primary role in managing escort services. By enhancing top-level design, establishing standardized training and certification mechanisms, implementing comprehensive quality monitoring and credit evaluation systems, and other measures, they could elevate the professional competence of practitioners, reinforce patient safety safeguards, and promote the high-quality, standardized development of escort services.
