| 摘要: |
| 目的 了解患者就医体验以及对医疗服务的需求和期望，为改善患者看病就医感受、提升公立医院医疗服务提出对策。方法 对江苏省苏南、苏中、苏北5个城市（苏州、常州、扬州、盐城、淮安）15家公立医院（每市1家市级医院、2家县级医院）共180名患者进行面对面深入访谈。结果 患者对现有医疗服务满意部分为服务态度明显好转、诊疗服务规范性改善、医疗技术水平提高，不满意方面关注点主要集中在医疗费用高、就诊等待时间长、过度检查；希望改进的部分依次为增强医疗技术水平、加强医患沟通、改进服务态度、降低医疗费用、关心患者。结论 改善医疗服务可通过规范诊疗行为、增强医疗技术水平，加强医学人文关怀、构建和谐医患关系，以患者为中心、优化就医流程，合理用药、透明化医药价格，改善基础设施、营造良好的就医环境，加强基层卫生医疗机构建设、落实守门人功能等途径实现。 |
| 关键词: 医疗服务 公立医院改革 就医体验 定性研究 |
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| Study on the Situation and Improving Strategies of Medical Services Based on the View of Patients |
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| Abstract: |
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Objective To understand the patient’s experience，needs and expectations on medical service，and put forward measures to improve the patients’ experience and public hospital medical service. Method 180 patients were interviewed face-to-face in-depth in 15 public hospitals from 5 cities(Suzhou，Changzhou，Yangzhou，Yancheng and Huaian)，which located in southern, middle and north of Jiangsu，each city includes one municipal hospital and two county hospitals. Results Patients were satisfied with obvious improvement of service attitude on patients，standardization of diagnosis and treatment and enhancement of medical technology. Dissatisfied aspects focus mainly on high medical costs，long clinic waiting time and excessive examination. Patients hope that medical technology can be heightened，communications between doctor and patient can be strengthened，service attitude improved and medical cost reduced, and they can obtain more care from medical staff. Conclusion The current medical service can be improved by standardizing medical behavior and enhancing the medical technical skill，strengthening the medical humanistic care and building a harmonious relationship between doctor and patient，optimizing the procedures which centered on patients，using drugs rationally and making medical price more transparent，improving infrastructure and creating a good medical treatment environment，strengthening the construction of primary health institutions and carrying out the gatekeeper roles. |
| Key words: medical service,reform of public hospitals,patients’ experience,qualitative study |
