关键词: 综合医院, 门诊患者, 就医体验, 影响因素

Abstract: Objective To analyze the medical experience and its influencing factors of adult outpatients in general hospitals. Methods The medical experience questionnaire survey was conducted on patients ≥ 18 years of age who were in the outpatient clinic of a hospital in Zhengzhou from July 2020 to February 2021. The medical experience of the outpatients was analyzed by the descriptive epidemiological analysis method, and the influencing factors of the medical experience were analyzed by univariate and multivariate analysis methods. Results In this study, 659 outpatients were actually investigated, and 621 valid questionnaires were retrieved, with an effective rate of 94.23%. Among them, 579 cases （93.24%） were satisfied with the experience of this outpatient visit. Multivariate Logistic regression analysis showed that self-service convenience （OR=0.542, 0.493）, medical process information （OR=0.742）, waiting time for consultation （OR=0.645）, time to communicate with doctors （OR=0.318）, doctors didn't listen to the patient's self-reported condition （OR=0.613）, the doctor's service attitude （OR=0.562）, the doctor explained the condition to the patient （OR=0.512, 0.528）, and the doctor informed the patient of the examination results and treatment plan （OR=0.563, 0.518）, the total outpatient cost （OR=0.476, 0.493） were the influencing factors of medical experience in outpatients. Conclusion Medical order, medical process, waiting efficiency, doctor-patient communication, and actual medical expenses are influencing factors that affect the experience of outpatients. It is recommended to strengthen the management of hospital outpatient medical order, process, and medical expenses, and establish a patient-centered service concept, patiently listen to the demands of patients, promote communication between doctors and patients, and improve medical experience.

Key words: General hospital, Outpatient, Medical experience, Influencing factor