Innovative practice of project-based model to enhance patients' medical experience

The enhancement of patient experience constitutes a prerequisite for the advancement of hospitals and signifies a pivotal aspect of hospital public welfare. In recent years, with the advent of personalized and high-quality medical services, the government has promulgated a series of documents encouraging public hospitals to continuously improve medical services and enhance patient experience. A significant number of medical institutions in China have embarked on a systematic exploration of the practice of patient experience management. In light of the prevailing domestic and foreign patient experience management models both domestically and internationally, Shanghai Chest Hospital has pioneered a novel "3 + 3 + 3" patient experience operation management model. This model employs a project-based approach, entailing a three-tiered organizational structure comprising the Patient Experience Management Committee, the Patient Experience Department, and the Work Group. It also involves the coordinated operation of the Management Committee, Functional Departments, and Social Forces, and a three-stage workflow encompassing the identification, analysis, and resolution of issues. Concurrently, the "114" basic project has been initiated to enhance patient experience encompassing the establishment of an experience exchange platform, establishing a set of experience evaluation tools, and the formation of four service teams. The implementation of project leadership, the integration of expertise and practice, and defect management has resulted in a steady increase in patient satisfaction within the hospital over the past several years. According to the findings of a patient satisfaction survey administered by the Shanghai Association for the Promotion of Medical and Health Conduct, outpatient patient satisfaction levels have exhibited an upward trajectory, rising from 96.72% in 2021 to 98.82% in 2023. In contrast, patient satisfaction levels have remained consistently high, maintaining around 99.9% over the observed period. The hospital' s initiatives in patient experience management have yielded commendable outcomes, contributing to the enhancement of medical services and the advancement of the hospital. These efforts have also served as a model and source of inspiration for the patient experience management practices of other medical institutions.