Department of Dermatology, University of Missouri School of Medicine, Columbia, Missouri.
American Academy of Physician Leadership, Tampa, Florida.
J Am Acad Dermatol. 2018 Apr;78(4):653-659. doi: 10.1016/j.jaad.2017.05.040.
The relationship between patient experience and health care quality has generated significant interest in the patient experience measure. However, it is challenging to find information on how to improve one's patient experience score because scientific data on this topic are weak or lacking, and suggestions provided by scoring vendors are often overgeneralized and not specialty-specific. This review will focus on the current state of evidence supporting factors influencing patient experience (both positive and negative) in outpatient specialist encounters that are applicable to general and surgical dermatology. The literature review includes research from multiple medical specialties. Identified studies were based on title and abstract and sourced from Medline, PubMed, and Scopus databases. Medical subject headings terms in PubMed and Ovid Medline included "dermatology/standards," "patient satisfaction," "surgery/standards," "physician-patient relations," "surgery," "practice management," "practice management, medical," "office management," "patient experience," "practice guidelines," "best practice," and "outpatient surgery." During this review, three main themes affecting the patient experience emerged: communication, time, and access. Of the three, communication appears to be the dominant theme affecting the patient experience measure.
患者体验与医疗质量之间的关系引起了人们对患者体验测量的极大兴趣。然而，由于关于这一主题的科学数据薄弱或缺乏，很难找到有关如何提高患者体验评分的信息，评分供应商提供的建议往往过于笼统，且不具有专业性。本综述将重点介绍目前支持影响门诊专科就诊患者体验（包括积极和消极因素）的证据现状，这些因素适用于普通和外科皮肤科。文献综述包括来自多个医学专业的研究。确定的研究基于标题和摘要，来源为 Medline、PubMed 和 Scopus 数据库。PubMed 和 Ovid Medline 中的医学主题词包括“皮肤病学/标准”、“患者满意度”、“手术/标准”、“医患关系”、“手术”、“实践管理”、“医学实践管理”、“办公室管理”、“患者体验”、“实践指南”、“最佳实践”和“门诊手术”。在本次综述中，有三个主要主题影响患者体验：沟通、时间和就诊途径。在这三个主题中，沟通似乎是影响患者体验测量的主导主题。
