A qualitative study on positive emotional experience of patients based on NVivo analysis_West China Medical Journal

Authors：

LIU Wenting ¹ ,  ZHAI Lixiang ² ,  XIA Ping ^2,3 , GUO Xi ⁴ , YUAN Xiuqin ⁴ , LI Meiying ¹

1. School of Public Health and Management, Guangzhou University of Chinese Medicine, Guangzhou, Guangdong 510026, P. R. China;
2. Centre for Research on Health Economics and Health Promotion, Guangdong Pharmaceutical University, Guangzhou, Guangdong 510006, P. R. China;
3. School of Public Health, Guangdong Pharmaceutical University, Guangzhou, Guangdong 510006, P. R. China;
4. Patient Service Center, Guangdong Provincial Hospital of Chinese Medicine (Second Affiliated Hospital of Guangzhou University of Chinese Medicine) , Guangzhou, Guangdong 510120, P. R. China;

Corresponding?author：

ZHAI Lixiang, Email: zhai3071@qq.com; XIA Ping, Email: xiaping1976@163.com

Keywords：

Patient praise letter; positive emotion; Nvivo; qualitative study

DOI：

10.7507/1002-0179.202311081

Video：

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Objective To analyze and explore positive emotional experiences of patients, in order to provide reference for improving the medical services. Methods Using NVivo software, praise letters from a tertiary hospital in Guangdong in 2020 and 2021 were used as the research object for three-level coding. The positive emotional experiences of patients were explored through tools such as analytic hierarchy process and node item map. Results A total of 8601 patient praise letters were received, and after screening, a total of 8128 valid texts were obtained. In 2020, there were 2570 patient praise letters, including 69 from the emergency department, 638 from the outpatient department, and 1863 from the inpatient department. In 2021, there were 5558 patient praise letters, including 203 from the emergency department, 2071 from the outpatient department, and 3284 from the inpatient department. The most praise letters were from the inpatient department, with a total of 5147 letters (63.3%). There were 2709 letters (33.3%) from outpatient department, and 272 letters (3.3%) from emergency department. The classification of patient praise letters showed that patient praise for the process and individuals were most common (77.4%). After step-by-step encoding, the valid text formed 36 third level nodes, 8 second level nodes, and 3 first level nodes. Patient praise letters mainly focused on emotional evaluation at the first level node, followed by emotional expression and emotional response. Word frequency analysis showed that in terms of positive emotional experiences, the word “thank you” had the highest frequency among patients. In terms of patient perception of service, the term “patience” had the highest frequency. Conclusions When patients express praise for medical services, they pay more attention to the personal performance of medical staff and the experience of the service process compared to the final result. In the process of hospital management, the emotions of patients should be fully considered.

Citation： LIU Wenting, ZHAI Lixiang, XIA Ping, GUO Xi, YUAN Xiuqin, LI Meiying. A qualitative study on positive emotional experience of patients based on NVivo analysis. West China Medical Journal, 2023, 38(12): 1829-1834. doi: 10.7507/1002-0179.202311081 Copy

1.	胡廣宇, 劉遠立. 醫療服務患者體驗的概念和評價實踐. 中國衛生政策研究, 2019, 12(3): 24-31.
2.	丁蕊, 吳新艷. 大型綜合醫院實施患者體驗管理的實踐與探索. 中國醫院管理, 2021, 41(10): 59-60, 83.
3.	李秉寰, 夏萍, 翟理祥, 等. 基于 NVivo 分析的患者投訴情感體驗質性研究. 中國醫院管理, 2022, 42(6): 51-55, 60.
4.	J?rvel? S, J?rvenoja H, Malmberg J, et al. How do types of interaction and phases of self-regulated learning set a stage for collaborative engagement?. Learn Instr, 2016, 43: 39-51.
5.	Bakhtiar A, Webster E, Hadwin AF. Regulation and socio-emotional interactions in a positive and a negative group climate. Metacogn Learn, 2018, 13(1): 57-90.
6.	李靜, 李世國. 從交互設計的視角探索人與產品的情感交流. 包裝工程, 2008, 159(9): 151-153.
7.	孫辛欣, 許柏鳴. 基于情感交互理論的家具設計研究. 包裝工程, 2016, 37(14): 113-116.
8.	尹孔陽. 情感要素在醫療服務交互中的作用機制研究//中國醫學科學院, 北京協和醫學院醫學信息研究所. 中國醫學科學院/北京協和醫學院醫學信息研究所/圖書館 2012 年學術年會論文集. 北京: 中國醫學科學院/北京協和醫學院醫學信息研究所/圖書館 2012 年學術年會, 2013: 470-477.
9.	馮萍, 楊歡, 范金虎, 等. 患者表揚與醫務人員激勵機制研究. 中國腫瘤臨床與康復, 2019, 26(6): 675-679.
10.	Kamins ML, Dweck CS. Person versus process praise and criticism: implications for contingent self-worth and coping. Dev Psychol, 1999, 35(3): 835-847.
11.	張琳, 黃喜珊, 梁碧珊. 關于表揚的心理學研究及其教育啟示. 心理研究, 2012, 5(3): 14-19.
12.	王光明, 楊蕊. 基于 NVivo10 質性分析的少數民族數學學習心理因素研究. 民族教育研究, 2015, 26(1): 81-84.
13.	陳向明. 扎根理論的思路和方法. 教育研究與實驗, 1999(4): 58-63, 73.
14.	劉君玲, 張文蘭, 劉斌. 在線協作交互文本編碼體系的設計與應用——基于情緒交互視角的研究. 電化教育研究, 2020, 41(6): 53-59.
15.	中國社會科學院語言研究所詞典編輯室. 現代漢語詞典. 7 版. 北京: 商務印書館, 2016: 111, 566, 1655.
16.	王克勤, 楊秋莉. 中醫心理學基礎理論. 北京: 人民衛生出版社, 2013: 117-118.
17.	Mattarozzi K, Sfrisi F, Caniglia F, et al. What patients’ complaints and praise tell the health practitioner: implications for health care quality. A qualitative research study. Int J Qual Health Care, 2017, 29(1): 83-89.
18.	金琦, 陳玉恒, 周妍, 等. 醫院對患者表揚的管理情況分析及思考. 中國醫藥導報, 2022, 19(22): 157-159.
19.	韓秉悅, 于杰, 李棟. 從表揚信看和諧醫患關系的構建. 中國衛生質量管理, 2010, 17(1): 68-70.
20.	王建琴, 王啟敏. 構建和諧醫患關系的相關因素淺析. 現代醫院, 2006, 6(2): 79-81.
21.	甘瑁琴, 趙婷婷. 患者醫療消費體驗滿意度調查研究——以長沙市為例. 開發研究, 2011(3): 137-140.
22.	Cutrona CE, Russell DW. Type of social support and specific stress: toward a theory of optimal matching//Sarason BR, Sarason IG, Pierce GR. Social support: an interactional view. Hoboken: John Wiley & Sons, 1990: 319-366.
23.	馮本英. 情感支持在脊髓損傷伴功能障礙病人中的應用. 全科護理, 2010, 8(32): 2917-2918.
24.	劉淑琴. 情感支持護理應用于老年高血壓患者的效果觀察. 實用臨床護理學電子雜志, 2017, 2(38): 40.
25.	朱新蓮. 情感支持在剖宮產手術中應用的效果評價. 宜春學院學報, 2014, 36(3): 96-97.
26.	Yi Y, La S. What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychol Mark, 2004, 21(5): 351-373.
27.	Barkham M, Hardy G, Mogg K, et al. The British Journal of (Social and) Clinical Psychology - a brief citation review. Brit J Clin Psychol, 2011, 50(1): 1-6.

1. 胡廣宇, 劉遠立. 醫療服務患者體驗的概念和評價實踐. 中國衛生政策研究, 2019, 12(3): 24-31.
2. 丁蕊, 吳新艷. 大型綜合醫院實施患者體驗管理的實踐與探索. 中國醫院管理, 2021, 41(10): 59-60, 83.
3. 李秉寰, 夏萍, 翟理祥, 等. 基于 NVivo 分析的患者投訴情感體驗質性研究. 中國醫院管理, 2022, 42(6): 51-55, 60.
4. J?rvel? S, J?rvenoja H, Malmberg J, et al. How do types of interaction and phases of self-regulated learning set a stage for collaborative engagement?. Learn Instr, 2016, 43: 39-51.
5. Bakhtiar A, Webster E, Hadwin AF. Regulation and socio-emotional interactions in a positive and a negative group climate. Metacogn Learn, 2018, 13(1): 57-90.
6. 李靜, 李世國. 從交互設計的視角探索人與產品的情感交流. 包裝工程, 2008, 159(9): 151-153.
7. 孫辛欣, 許柏鳴. 基于情感交互理論的家具設計研究. 包裝工程, 2016, 37(14): 113-116.
8. 尹孔陽. 情感要素在醫療服務交互中的作用機制研究//中國醫學科學院, 北京協和醫學院醫學信息研究所. 中國醫學科學院/北京協和醫學院醫學信息研究所/圖書館 2012 年學術年會論文集. 北京: 中國醫學科學院/北京協和醫學院醫學信息研究所/圖書館 2012 年學術年會, 2013: 470-477.
9. 馮萍, 楊歡, 范金虎, 等. 患者表揚與醫務人員激勵機制研究. 中國腫瘤臨床與康復, 2019, 26(6): 675-679.
10. Kamins ML, Dweck CS. Person versus process praise and criticism: implications for contingent self-worth and coping. Dev Psychol, 1999, 35(3): 835-847.
11. 張琳, 黃喜珊, 梁碧珊. 關于表揚的心理學研究及其教育啟示. 心理研究, 2012, 5(3): 14-19.
12. 王光明, 楊蕊. 基于 NVivo10 質性分析的少數民族數學學習心理因素研究. 民族教育研究, 2015, 26(1): 81-84.
13. 陳向明. 扎根理論的思路和方法. 教育研究與實驗, 1999(4): 58-63, 73.
14. 劉君玲, 張文蘭, 劉斌. 在線協作交互文本編碼體系的設計與應用——基于情緒交互視角的研究. 電化教育研究, 2020, 41(6): 53-59.
15. 中國社會科學院語言研究所詞典編輯室. 現代漢語詞典. 7 版. 北京: 商務印書館, 2016: 111, 566, 1655.
16. 王克勤, 楊秋莉. 中醫心理學基礎理論. 北京: 人民衛生出版社, 2013: 117-118.
17. Mattarozzi K, Sfrisi F, Caniglia F, et al. What patients’ complaints and praise tell the health practitioner: implications for health care quality. A qualitative research study. Int J Qual Health Care, 2017, 29(1): 83-89.
18. 金琦, 陳玉恒, 周妍, 等. 醫院對患者表揚的管理情況分析及思考. 中國醫藥導報, 2022, 19(22): 157-159.
19. 韓秉悅, 于杰, 李棟. 從表揚信看和諧醫患關系的構建. 中國衛生質量管理, 2010, 17(1): 68-70.
20. 王建琴, 王啟敏. 構建和諧醫患關系的相關因素淺析. 現代醫院, 2006, 6(2): 79-81.
21. 甘瑁琴, 趙婷婷. 患者醫療消費體驗滿意度調查研究——以長沙市為例. 開發研究, 2011(3): 137-140.
22. Cutrona CE, Russell DW. Type of social support and specific stress: toward a theory of optimal matching//Sarason BR, Sarason IG, Pierce GR. Social support: an interactional view. Hoboken: John Wiley & Sons, 1990: 319-366.
23. 馮本英. 情感支持在脊髓損傷伴功能障礙病人中的應用. 全科護理, 2010, 8(32): 2917-2918.
24. 劉淑琴. 情感支持護理應用于老年高血壓患者的效果觀察. 實用臨床護理學電子雜志, 2017, 2(38): 40.
25. 朱新蓮. 情感支持在剖宮產手術中應用的效果評價. 宜春學院學報, 2014, 36(3): 96-97.
26. Yi Y, La S. What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychol Mark, 2004, 21(5): 351-373.
27. Barkham M, Hardy G, Mogg K, et al. The British Journal of (Social and) Clinical Psychology - a brief citation review. Brit J Clin Psychol, 2011, 50(1): 1-6.

West China Medical Journal

A qualitative study on positive emotional experience of patients based on NVivo analysis

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