In 2023, the National Health Commission and the National Administration of Traditional Chinese Medicine jointly issued the " Notice on carrying out the theme activity to improve medical experience and enhance patient experience", China has entered a new stage of development in the field of medical service improvement. This study, through literature research, sorted out the evolution of China′s patient medical experience-related policies and the shift in concept from satisfaction to medical experience. It divided the historical evolution of patient medical experience policies into four periods: the exploration period, the development period, the policy improvement period, and the new policy implementation period, based on the implementation of reform and opening up, the introduction of new medical reforms, and the proposal of the " theme activity" in 2023. From May to August 2023, interviews were conducted with 20 experts in the field of health management, 20 clinical doctors, and 20 inpatients to discuss China′s experience, deficiencies, and suggestions for improving patient medical experience. Based on the interview materials, this study summarized China′s experience and deficiencies in enhancing patient medical experience from aspects such as resources, systems, concepts, and human resources. It suggested adjusting the structure and layout of medical resources to enhance the balance of high-quality medical resource allocation; establishing a comprehensive evaluation system for patient medical experience; increasing the attention and conceptual understanding of health administrative departments and medical institutions at all levels to optimize patient medical experience, and improving the formulation and connection of supporting policies; caring for medical staff and fully mobilizing their initiative to enhance patient experience, in order to continuously improve patient medical experience.

Objective:To analyze the factors influencing patients′ medical experience, to provide reference for medical institutions to improve patients′ medical experience.Methods:A stratified sampling method was employed nationwide to select 32 patients and 20 medical staff. From May to August 2023, semi-structured interviews were conducted with them regarding the factors influencing patients′ medical experience. The data from the interviews were analyzed using programmed grounded theory, which led to the identification of factors affecting patients′ medical experience.Results:After three-level coding, four main categories of demographic characteristics, self health characteristics, medical outcome experience, and medical process experience, two core categories of patient related influencing factors and hospital related influencing factors were obtained. Additionally were also obtained.Conclusions:The factors influencing patients′ medical experience are multifaceted and jointly dominated by multiple stakeholders. Medical institutions should adopt a variety of measures to continuously improve patients′ medical experience. When assessing patients′ medical experience, the impact of individual differences among patients on the assessment results should be fully considered.

Swift response to public complaints is a mechanism reform and efficiency driven approach for grassroots social governance, which plays a pivotal role in urban management. This study took Beijing as an example to introduce the overall development process of swift response to public complaints and its development status in the medical and health service system. It was believed that the work of handling complaints is a reform and innovation to deepen grassroots governance in the capital and a vivid practice of implementing the patient-centered development concept in the medical and health service system. This study summarized the research progress related to swift response to public complaints. From the perspective of mega city governance, the existing problems in the work of handling complaints in health field were explored, including inconsistent implementation of policies, the need to improve supervision and evaluation mechanisms; The coexistence of obstacles to patient demands and ineffective complaints, and the impact on patient participation; Difficulties in cross institutional collaboration, and the need to improve the level of information construction. In response to these issues, it was proposed to further deepen institutional and mechanism reforms to ensure the effective implementation of policies; build a patient-centered healthcare service system that involves patient participation; promote cross institutional information sharing and improve the efficiency of handling appeals; standardize the classification and management of demands, promote the overall improvement of medical quality, so as to provide references for the continuous improvement of the work of handling complaints immediately and the enhancement of the medical and health service system in China′s mega cities.

Swift response to public complaints is an important measure for improving grassroots governance and responding quickly to public demands. It is a vivid practice of public hospitals practicing the people-centered development concept.In 2019, a tertiary public hospital in Beijing had launched the swift response to public complaints work. In 2022, the hospital further improved the work mechanism, formulated relevant regulations within the hospital, established a special team for handling complaints immediately, and focused on the main problems reflected in the 12345 citizen service hotline work order with a problem oriented approach. A series of optimization measures had been taken, including improving the diagnosis and treatment process to meet medical needs, expand patient appeal channels and efficiently drain and resolve appeals, as well as strengthen information technology construction and innovate service models. From July 2022 to March 2024, the response rate, resolution rate, and satisfaction rate of the work orders undertaken by the hospital were all 100.00%, with a significant increase compared to 99.70%, 86.94%, and 87.44% in January June 2022. This practice had improved the hospital′s diagnosis and treatment system and medical process, enhanced the patient′s medical experience, promoted the high-quality development of the hospital, and could provide references for other hospitals to carry out the work of swift response to public complaints.

In 2023, the National Health Commission and the National Administration of Traditional Chinese Medicine jointly issued the " Notice on carrying out the theme activity to improve medical experience and enhance patient experience", China has entered a new stage of development in the field of medical service improvement. This study, through literature research, sorted out the evolution of China′s patient medical experience-related policies and the shift in concept from satisfaction to medical experience. It divided the historical evolution of patient medical experience policies into four periods: the exploration period, the development period, the policy improvement period, and the new policy implementation period, based on the implementation of reform and opening up, the introduction of new medical reforms, and the proposal of the " theme activity" in 2023. From May to August 2023, interviews were conducted with 20 experts in the field of health management, 20 clinical doctors, and 20 inpatients to discuss China′s experience, deficiencies, and suggestions for improving patient medical experience. Based on the interview materials, this study summarized China′s experience and deficiencies in enhancing patient medical experience from aspects such as resources, systems, concepts, and human resources. It suggested adjusting the structure and layout of medical resources to enhance the balance of high-quality medical resource allocation; establishing a comprehensive evaluation system for patient medical experience; increasing the attention and conceptual understanding of health administrative departments and medical institutions at all levels to optimize patient medical experience, and improving the formulation and connection of supporting policies; caring for medical staff and fully mobilizing their initiative to enhance patient experience, in order to continuously improve patient medical experience.

Objective:To analyze the factors influencing patients′ medical experience, to provide reference for medical institutions to improve patients′ medical experience.Methods:A stratified sampling method was employed nationwide to select 32 patients and 20 medical staff. From May to August 2023, semi-structured interviews were conducted with them regarding the factors influencing patients′ medical experience. The data from the interviews were analyzed using programmed grounded theory, which led to the identification of factors affecting patients′ medical experience.Results:After three-level coding, four main categories of demographic characteristics, self health characteristics, medical outcome experience, and medical process experience, two core categories of patient related influencing factors and hospital related influencing factors were obtained. Additionally were also obtained.Conclusions:The factors influencing patients′ medical experience are multifaceted and jointly dominated by multiple stakeholders. Medical institutions should adopt a variety of measures to continuously improve patients′ medical experience. When assessing patients′ medical experience, the impact of individual differences among patients on the assessment results should be fully considered.

Swift response to public complaints is a mechanism reform and efficiency driven approach for grassroots social governance, which plays a pivotal role in urban management. This study took Beijing as an example to introduce the overall development process of swift response to public complaints and its development status in the medical and health service system. It was believed that the work of handling complaints is a reform and innovation to deepen grassroots governance in the capital and a vivid practice of implementing the patient-centered development concept in the medical and health service system. This study summarized the research progress related to swift response to public complaints. From the perspective of mega city governance, the existing problems in the work of handling complaints in health field were explored, including inconsistent implementation of policies, the need to improve supervision and evaluation mechanisms; The coexistence of obstacles to patient demands and ineffective complaints, and the impact on patient participation; Difficulties in cross institutional collaboration, and the need to improve the level of information construction. In response to these issues, it was proposed to further deepen institutional and mechanism reforms to ensure the effective implementation of policies; build a patient-centered healthcare service system that involves patient participation; promote cross institutional information sharing and improve the efficiency of handling appeals; standardize the classification and management of demands, promote the overall improvement of medical quality, so as to provide references for the continuous improvement of the work of handling complaints immediately and the enhancement of the medical and health service system in China′s mega cities.

Swift response to public complaints is an important measure for improving grassroots governance and responding quickly to public demands. It is a vivid practice of public hospitals practicing the people-centered development concept.In 2019, a tertiary public hospital in Beijing had launched the swift response to public complaints work. In 2022, the hospital further improved the work mechanism, formulated relevant regulations within the hospital, established a special team for handling complaints immediately, and focused on the main problems reflected in the 12345 citizen service hotline work order with a problem oriented approach. A series of optimization measures had been taken, including improving the diagnosis and treatment process to meet medical needs, expand patient appeal channels and efficiently drain and resolve appeals, as well as strengthen information technology construction and innovate service models. From July 2022 to March 2024, the response rate, resolution rate, and satisfaction rate of the work orders undertaken by the hospital were all 100.00%, with a significant increase compared to 99.70%, 86.94%, and 87.44% in January June 2022. This practice had improved the hospital′s diagnosis and treatment system and medical process, enhanced the patient′s medical experience, promoted the high-quality development of the hospital, and could provide references for other hospitals to carry out the work of swift response to public complaints.

Objective:To analyze measurement results of serum allergen-specific immunoglobulin E (IgE) in patients with eczema/dermatitis.Methods:A retrospective analysis was conducted on serum allergen-specific immunoglobulin E (IgE) levels in 3 051 patients with eczema/dermatitis, who visited the allergy clinic of Huashan Hospital from April 1, 2021 to March 31, 2022. The serum allergen-specific IgE level was detected by using the Phadia allergen detection system, and positive rates of allergens were calculated to determine common inhaled allergens and food allergens in patients with eczema/dermatitis. Comparisons of enumeration data between groups were performed by chi-square test.Results:Among the 3 051 patients with eczema/dermatitis, there were 1 412 with atopic dermatitis and 1 639 were other eczema/dermatitis. Detection of serum allergen-specific IgE showed that 1 629 (53%) patients were positive for allergens, and the number of positive allergen-specific IgEs in each patient was 3.0 ± 1.6. The top 3 common inhaled allergens in patients with eczema/dermatitis were Dermatophagoides farinae (904/1 522, 59%) , Dermatophagoides pteronyssinus (891/1 513, 59%) and Alternaria alternata (206/1 068, 19%) , and the top 3 common food allergens were shrimps (251/1 432, 18%) , egg white (165/992, 17%) and cow milk (149/994, 15%) . Among the 3 051 patients, 25 (1%) were aged < 2 years, 571 (19%) aged 2 - 12 years, 285 (9%) aged 12 - 18 years, and 2 170 (71%) were aged > 18 years. The most common food allergens were both egg white in the age groups of < 2 years and 2 -12 years (77%, 37%, respectively) , and were both shrimps in the age groups of 12 - 18 years and > 18 years (31%, 17%, respectively) . Dermatophagoides pteronyssinus and Dermatophagoides farina were the top 2 common inhaled allergens in all age groups, with the positive rate ranging from 36% to 84%; in addition, the positive rate of molds was relatively high in the age group of 2 - 12 years (mold mixture: 37%; Alternaria alternata: 27%) . From April 2021 to March 2022, the positive rate of outdoor allergens ranged from 10% to 15% among outpatients in every month; the positive rates of tree pollen and grass pollen increased from April 2021, and peaked in October 2021. The patients with atopic dermatitis showed a significantly increased positive rate of allergens (73%) compared with those with other eczema/dermatitis (37%, χ2 = 389.36, P<0.001) , and the rank of common allergens in the patients with atopic dermatitis was basically the same as that in those with eczema/dermatitis. Conclusions:The common allergens were Dermatophagoides farina, Dermatophagoides pteronyssinus and Alternaria alternata in the patients with eczema/dermatitis. Food allergy was more common in infant patients, and inhalation allergy was more common in child, adolescent and adult patients. The positive rate of allergen-specific IgEs was markedly higher in the patients with atopic dermatitis than in those with other eczema/dermatitis.

The reform of medical service prices in China has been launched, and the reasonable pricing and management of medical technology services are of great significance for improving patient well-being and advancing the reform of our medical system. The author provided a detailed review of the policy evolution, current management status, and main issues of medical service price management in China since 2000. The medical service price management policies in China since 2000 were divided into four evolutionary stages: initial exploration of decentralization, substantial development, continuous advancement, and deep promotion. The author also described the formation mechanism and pricing methods of international medical service prices, and compared the similarities and differences in medical service price management at home and abroad. Some suggestions were put forward for improving the macro reform of medical service price management in China.