Objective  To understand the effect and influencing factors of humanistic care on improving the experience of inpatients. Methods  Patients were collected from a third grade class A women’s and children’s hospital in June 2015 and June 2016, and their satisfaction was investigated by a third party. The service items of Inpatients Satisfaction Item Score Table in 2015 were analyzed. Appropriate intervention measures were taken to low-score items, such as humanistic knowledge training to all medical staff, improvement health guidelines, implementation of recycling process, carrying out high quality nursing interventions, and so on. The patients satisfaction survey results in 2016 were compared with those of 2015. Results  In 2016, the total satisfaction rate (89.94%), and the average score of items ranked the top three (94.64±0.14), including the level of medical technology, medical ethics and the overall evaluation of doctor’s professional ehtics, medical communication and service attitude, were higher than those of 2015 (85.25, 90.86±1.53). The average score of items ranked the last three (89.25±9.21), including hospital ward, hospital environment (clean, quiet and safe), hospital meals and room service, and hospital food quality, was higher than that of 2015 (78.64±2.40). However, compared with the same period in the last year, the rank of hospital environment fell by two places. Conclusions  Hardware conditions like physical environment have an important impact on the experience of hospital patients. However,  humanistic care is the key factor to improve the patients’ inpatient experience and satisfaction.

Citation： LI Dehua, LI Yonglian. Investigation and analysis of humanistic care on improving the experience of inpatients. West China Medical Journal, 2017, 32(8): 1262-1265. doi: 10.7507/1002-0179.201610016 Copy