贺娟娟,李红菊

随着医疗模式的转变，患者就医体验已成为衡量医疗服务质量的关键指标之一。良好的就医体验不仅能提升患者对医疗机构的整体评价，还能增强其对医疗服务的信任与治疗依从性，对保障医疗服务效果具有重要意义。本文围绕急诊创伤留观患者就医体验展开综述，系统梳理其核心概念、研究现状、评估工具及影响因素，旨在为医护人员及管理者制定优化方案提供参考，推动急诊患者就医体验的持续改善。

急诊；创伤；留观；就医体验；综述；评估工具；影响因素

[1] 董俊彤.《公立医院高质量发展促进行动(2021—2025年)》印发[J].中医药管理杂志,2021,29(20):16. [2] 本刊讯.国家卫生健康委､国家中医药局印发《改善就医感受?提升患者体验主题活动方案(2023-2025年)》[J].上海护理, 2023,23(06):5. [3] Improta G,Majolo M,Raiola E,et al.A case study to investigate the impact of overcrowding indices in emergency departments.BMC Emerg Med.2022 Aug 9;22(1):143. [4] 李晓雪,郑徳彬,赵培,等.大规模伤亡事件创伤救治的现状与发展[J].中华灾害救援医学,2025,12(01):1-10. [5] 张莉,王辉,金明霞,等.创伤性骨折患者创伤后成长特点与事件冲击､自我效能感相关性研究[J].中国医药科学,2025,15(12):96-99. [6] 张立新,任伟,王晶晶,等.急诊留观室患者护理行为期待的质性研究[J].中华现代护理杂志,2018,24(13):1554-1558. [7] 蒋小庆.基于创伤评估的分级护理在急诊创伤患者中的应用效果研究[J].智慧健康,2024,10(21):148-150+154. [8] Frampton SB,Guastello S.Honoring the Life of a Pioneer in Patient-Centered Care:Harvey Picker,PhD(1915-2008).Patient.2008 Apr 1;1(2):73-5. [9] Wolf JA.Patient Experience:The New Heart of Healthcare Leadership.Front Health Serv Manage.2017 Spring;33(3):3-16. [10] Ahmed F,Burt J,Roland M.Measuring patient experience:concepts and methods.Patient.2014;7(3):235-41. [11] 谭华伟,陈菲,张培林,等.重庆市民营医院住院患者就医体验及其影响因素分析[J].上海交通大学学报(医学版),2015, 35(07):1056-1061. [12] 胡广宇,刘远立.医疗服务患者体验的概念和评价实践[J].中国卫生政策研究,2019,12(03):24-31. [13] 李北雪,庄建民,余俊蓉.我国门诊患者就医体验得分率的Meta分析[J].医学信息,2023,36(05):90-97. [14] 胡慧勤,高嵘,屈陈江,等.“全链条､闭环式”诉源处理机制对改善患者就医体验的初步研究[J].交通医学,2023,37(05):537-540. [15] Deji-Dada OO,Dada SA,Ogunlusi JD,Solomon OA.Patients'satisfaction withemergency care services in a University Teaching Hospital in South-West,Nigeria.Afr J Emerg Med.2021 Jun;11(2):321-324. [16] 封秀琴,陈水红,王飒.急诊患者就医满意度水平及其影响因素研究[J].中国实用护理杂志,2017,33(13):980-984. [17] 王艳红.老年病人急诊就医体验的满意度调查分析[J].当代护士(下旬刊),2021,28(4):67-69. [18] 葛玉凤,张娜.急诊创伤性骨折患者护理期待的质性分析[J].护理实践与研究,2020,17(24):146-148. [19] 张立新,任伟,王晶晶,等.急诊留观室患者护理行为期待的质性研究[J].中华现代护理杂志,2018,24(13):1554-1558. [20] Weinick RM,Becker K,Parast L,et al.Emergency Department Patient Experie-nce of Care Survey:Development and Field Test.Rand Health Q.2014 Dec30;4(3):5. [21] 李婷.基于Servperf模型的急诊患者就医体验量表的构建及应用[D].浙江中医药大学,2024. [22] Ye F,Parast L,Hays RD,et al.Development and validation of a patient experi-ence of care survey foremergency departments.Health Serv Res.2022 Feb;57(1):102-112. [23] Atari M.Brief Emergency Department Patient Satisfaction Scale(BEPSS);De-velopment of a New Practical Instrument.Emerg (Tehran).2015Summer;3(3):103-8. [24] Konateke S,Yılmaz M.Turkish validity and reliability study of the Brief Emergency Department Patient Satisfaction Scale.Int Emerg Nurs.2022 Mar;61:101145. [25] Bull C,Crilly J,Latimer S,et al.Establishing the content validity of a new emergency department patient-reported experience measure (ED PREM):a Delphi study.BMC Emerg Med.2022 Apr 9;22(1):65. [26] 公立医院急诊患者满意度评价技术规范专家组.公立医院急诊患者满意度评价技术规范专家共识[J].中华急诊医学杂志,2023, 32(9):1158-1162. [27] Labarère J,Fourny M,Jean-Phillippe V,et al,Patrice F.Refinement and validati-on of a French in-patient experience questionnaire.Int J Health C-are Qual Assur Inc Leadersh Health Serv.2004;17(1):17-25. [28] Bull C,Latimer S,Crilly J,et al.A systematic mixed studies review of patient experiences in the ED.Emerg Med J.2021 Aug;38(8):643-649. [29] Salehi T,Nayeri ND,Mohammadi E,et al.Exploring patientsa-nd family members'experiences of care in the emergency department. Eme-rg Nurse.2020 Sep 8;28(5):23-27. [30] Odai-Afotey A,Kliss A,Hafler J,et al.Defining the patient experience in med-ical oncology.Support Care Cancer.2020 Apr;28(4):1649-1658. [31] Viotti S,Cortese CG,Garlasco J,et al.The Buffering Effect of Humanity of C-are in the Relationship between Patient Satisfaction and Waiting Time:A Cross-sectional Study in an Emergency Department.Int J Environ Res Publi-c Health.2020 Apr 24;17(8):2939. [32] Liao EN,Chehab LZ,Neville K,et al.Using a human-centered,mixed methodsapproach to understand the patient waiting experience and its impact on medically underserved Populations.BMC Health Serv Res.2022 Nov 22;22(1):1388. [33] 冯春秀.郑州市综合医院门诊成年患者就医体验及影响因素研究[J].华南预防医学,2021,47(12):1510-1513,1517. [34] Hermann RM,Long E,Trotta RL.Improving Patients'Experiences Communic-ating With Nurses and Providers in the Emergency Department.J Emerg N-urs.2019 Sep;45(5):523-530. [35] 宋雪婷,于鹏飞.医院急诊患者人文关怀满意度现状及其影响因素分析[J].首都食品与医药,2025,32(2):144-146.

点击下载PDF