基层综合医院门诊服务体验提升的问题与优化对策

Problems and Optimization Countermeasures for Improving Outpatient Service Experience in Primary General Hospitals

摘要: 目的：研究目的是评价江安县人民医院改善门诊病人就医体验所取得的效果和面临的挑战，剖析影响病人就医体验的主要因素，提出优化策略实施效果及改善建议。方法：研究结合了理论与实证的方法，通过问卷的方式收集了2024年和2025年门诊病人的医疗体验数据。调查范围包括服务态度，信息化便利性和就诊环境三个维度，结合病人的基本情况，运用SPSS 26.0软件包对数据进行统计和分析，采用单因素方差分析、卡方检验和多因素回归分析等方法评价不同因素对于患者感受的作用。结果：2025年相比2024年，江安县人民医院门诊患者的整体满意度从80.1%提高至84.0%。特别在信息化便利性增加了4.8%和服务态度增加了4.2%，患者的满意度提升显著。所有维度的改善在统计学上均具有显著性差异(p < 0.05)。信息化服务的普及度和高峰时段的拥挤问题仍对患者体验产生一定影响。结论：江安县人民医院通过优化门诊服务，尤其是信息化服务和改善服务态度，收到积极效果。但医院还需要破解信息化服务推广不均衡、高峰期资源紧张等难题，进一步改善就诊环境、医患沟通，才能不断提高患者就医体验及满意度。

Abstract: Objective: To evaluate the effect and challenges of improving outpatient medical experience in Jiang’an County People’s Hospital, analyze the main factors affecting patients’ medical experience, and put forward the implementation effect of optimization strategies and improvement suggestions. Methods: This study combined theoretical and empirical methods. Data on medical experience of outpatients in 2024 and 2025 were collected through questionnaires. The survey covered three dimensions: service attitude, informatization convenience and medical environment. Combined with patients’ basic conditions, data were statistically analyzed by SPSS 26.0. One-way ANOVA, chi-square test and multivariate regression analysis were used to evaluate the effects of different factors on patients’ feelings. Results: Compared with 2024, the overall satisfaction of outpatients in Jiang’an County People’s Hospital increased from 80.1% to 84.0% in 2025. In particular, informatization convenience increased by 4.8% and service attitude increased by 4.2%, with a significant improvement in patients’ satisfaction. All dimensional improvements were statistically significant (p < 0.05). The popularity of informatization services and overcrowding during peak hours still had a certain impact on patients’ experience. Conclusion: Jiang’an County People’s Hospital has achieved positive results by optimizing outpatient services, especially informatization services and service attitude. However, the hospital still needs to solve the problems of unbalanced promotion of informatization services and shortage of resources during peak hours, and further improve the medical environment and doctor-patient communication, so as to continuously improve patients’ medical experience and satisfaction.