门诊老年患者服务需求及利用状况调查.doc

门诊老年患者服务需求及利用状况调查 ——以首都医科大学附属北京安贞医院为例 摘要 随着社会的发展，我国的老龄化进程逐步加快，医疗方面的考验更加紧迫。本文旨在探索门诊老年患者的就诊服务需求及利用状况，发掘问题及产生原因，针对性地提出解决策略，有效改善门诊老年患者的就诊状况。本人以首都医科大学附属北京安贞医院为例，通过在门诊部进行参与式观察，采用自行设计问卷并发放的形式结合简单访谈对部分60岁以上门诊老年患者进行调查，发现门诊老年患者的服务需求仍在很多方面未被满足：42.9%的门诊老年患者需要获得就诊经费支持的需求，一半以上的门诊老年患者希望增强医务工作者服务意识、提升服务水平，57.3%的门诊老年患者希望设置方便老年人的卫生间，以及94.6%的门诊老年患者支持医院给予“一站式”老年门诊服务。此外，大部分的门诊老年患者无法看清全部的指示标识，81.3%的老年患者无法独立使用电子自助设备等现象都体现了医院服务利用状况欠佳，更有77.7%的门诊老年患者直接表示医院的现有服务利用状况差，有待调整因此医院门诊服务利用状况并不理想。针对以上情况，探究其影响因素可分为医院客观和患者自身主观两种，因此建议医院和老年患者共同努力改善老年患者就诊情况，最后笔者利用社会工作专业知识拟写了采用社区工作方法的介入方案，希望能有效改善门诊老年患者的就诊体验，为医院门诊老年患者服务事业出一份微薄之力。 关键词：门诊老年患者服务需求状况服务利用状况对策 Outpatient service demand and utilization of elderly patients ——illustrated by the case of Beijing An Zhen Hospital, Affiliated of Capital University of Medical Sciences Abstract With the development of the society, the aging process of our country has been accelerating gradually, the test of health care more urgent. Of elderly patients with the purpose of this paper is to explore clinic medical service demand and utilization condition, discover problems and causes, puts forward solving strategy, effectively improve the elderly patients with medical conditions. Illustrated by the case of Beijing An Zhen Hospital, Affiliated of Capital University of Medical Sciences,through participatory observation, in clinic, using the self-designed questionnaire and distribute in the form of a combination of simple interviews to survey some elderly patients over 60, I have found that outpatient service demand of elderly patients are still not satisfied in many aspects: 42.9% of outpatient elderly patients need access to funding needs treatment, more than half of the outpatient elderly patients who wants to increase medical staff service consciousness, improve service levels, 57.3% of the outpatient elderly patients convenient want to set up the toilet of the elderly, and 94.6% support hospital outpatient elderly patients to give \"one-stop\" elderly outpatient service. In