Park Hye Na, Park Do Joong, Han Se Young, Tae Ji Yeon, Jung Keun-Hwa, Bae Eun Jung, Yoon Ju Young
Department of Medical Innovation Seoul National University Hospital Seoul Republic of Korea.
College of Nursing Seoul National University Seoul Republic of Korea.
Health Sci Rep. 2022 Oct 29;5(6):e925. doi: 10.1002/hsr2.925. eCollection 2022 Nov.
As high-quality health care encompasses patient-centered care, this study used the perceived quality-satisfaction-behavioral intention and structure-process-outcome models to (1) investigate the relationships among patient experience, patient satisfaction, and the willingness to recommend a hospital and (2) estimate the indirect effects of patient satisfaction on the relationship between patient experience and the willingness to recommend a hospital.
A cross-sectional survey design was adopted to investigate data obtained from the Seoul National University Hospital Patient Experience survey administered in 2020. Responses were analyzed from 1555 patients, who had been admitted to the inpatient ward of a tertiary hospital for a period lasting more than 1 day.
The path model demonstrated a good fit to the relationships between patient experience, patient satisfaction, and the willingness to recommend the hospital. Patient experience directly influenced patient satisfaction ( = 0.659, < 0.001) and the willingness to recommend the hospital ( = 0.168, < 0.001), whereas patient satisfaction had an indirect effect ( = 0.418, < 0.001) on the relationship between patient experience and the willingness to recommend the hospital.
Patient experience is a critical factor that health care systems need to consider for enhancing patient-centeredness, patient satisfaction, and the willingness to recommend a hospital.
由于高质量医疗保健包含以患者为中心的护理，本研究采用感知质量 - 满意度 - 行为意向模型和结构 - 过程 - 结果模型来（1）调查患者体验、患者满意度与推荐医院意愿之间的关系，以及（2）估计患者满意度对患者体验与推荐医院意愿之间关系的间接影响。
采用横断面调查设计，对2020年首尔国立大学医院患者体验调查所获数据进行调查。对1555名入住三级医院住院病房超过1天的患者的回复进行了分析。
路径模型显示与患者体验、患者满意度和推荐医院意愿之间的关系拟合良好。患者体验直接影响患者满意度（β = 0.659，p < 0.001）和推荐医院意愿（β = 0.168，p < 0.001），而患者满意度对患者体验与推荐医院意愿之间的关系有间接影响（β = 0.418，p < 0.001）。
患者体验是医疗保健系统在提高以患者为中心程度、患者满意度和推荐医院意愿方面需要考虑的关键因素。
