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.	胡广宇, 刘远立. 医疗服务患者体验的概念和评价实践. 中国卫生政策研究, 2019, 12(3): 24-31.
2.	丁蕊, 吴新艳. 大型综合医院实施患者体验管理的实践与探索. 中国医院管理, 2021, 41(10): 59-60, 83.
3.	李秉寰, 夏萍, 翟理祥, 等. 基于 NVivo 分析的患者投诉情感体验质性研究. 中国医院管理, 2022, 42(6): 51-55, 60.
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6.	李静, 李世国. 从交互设计的视角探索人与产品的情感交流. 包装工程, 2008, 159(9): 151-153.
7.	孙辛欣, 许柏鸣. 基于情感交互理论的家具设计研究. 包装工程, 2016, 37(14): 113-116.
8.	尹孔阳. 情感要素在医疗服务交互中的作用机制研究//中国医学科学院, 北京协和医学院医学信息研究所. 中国医学科学院/北京协和医学院医学信息研究所/图书馆 2012 年学术年会论文集. 北京: 中国医学科学院/北京协和医学院医学信息研究所/图书馆 2012 年学术年会, 2013: 470-477.
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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.	张琳, 黄喜珊, 梁碧珊. 关于表扬的心理学研究及其教育启示. 心理研究, 2012, 5(3): 14-19.
12.	王光明, 杨蕊. 基于 NVivo10 质性分析的少数民族数学学习心理因素研究. 民族教育研究, 2015, 26(1): 81-84.
13.	陈向明. 扎根理论的思路和方法. 教育研究与实验, 1999(4): 58-63, 73.
14.	刘君玲, 张文兰, 刘斌. 在线协作交互文本编码体系的设计与应用——基于情绪交互视角的研究. 电化教育研究, 2020, 41(6): 53-59.
15.	中国社会科学院语言研究所词典编辑室. 现代汉语词典. 7 版. 北京: 商务印书馆, 2016: 111, 566, 1655.
16.	王克勤, 杨秋莉. 中医心理学基础理论. 北京: 人民卫生出版社, 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, 陈玉恒, 周妍, 等. 医院对患者表扬的管理情况分析及思考. 中国医药导报, 2022, 19(22): 157-159.
19.	韩秉悦, 于杰, 李栋. 从表扬信看和谐医患关系的构建. 中国卫生质量管理, 2010, 17(1): 68-70.
20.	王建琴, 王启敏. 构建和谐医患关系的相关因素浅析. 现代医院, 2006, 6(2): 79-81.
21.	甘瑁琴, 赵婷婷. 患者医疗消费体验满意度调查研究——以长沙市为例. 开发研究, 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.	冯本英. 情感支持在脊髓损伤伴功能障碍病人中的应用. 全科护理, 2010, 8(32): 2917-2918.
24.	刘淑琴. 情感支持护理应用于老年高血压患者的效果观察. 实用临床护理学电子杂志, 2017, 2(38): 40.
25.	朱新莲. 情感支持在剖宫产手术中应用的效果评价. 宜春学院学报, 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. 胡广宇, 刘远立. 医疗服务患者体验的概念和评价实践. 中国卫生政策研究, 2019, 12(3): 24-31.
2. 丁蕊, 吴新艳. 大型综合医院实施患者体验管理的实践与探索. 中国医院管理, 2021, 41(10): 59-60, 83.
3. 李秉寰, 夏萍, 翟理祥, 等. 基于 NVivo 分析的患者投诉情感体验质性研究. 中国医院管理, 2022, 42(6): 51-55, 60.
4. Järvelä S, Järvenoja 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. 李静, 李世国. 从交互设计的视角探索人与产品的情感交流. 包装工程, 2008, 159(9): 151-153.
7. 孙辛欣, 许柏鸣. 基于情感交互理论的家具设计研究. 包装工程, 2016, 37(14): 113-116.
8. 尹孔阳. 情感要素在医疗服务交互中的作用机制研究//中国医学科学院, 北京协和医学院医学信息研究所. 中国医学科学院/北京协和医学院医学信息研究所/图书馆 2012 年学术年会论文集. 北京: 中国医学科学院/北京协和医学院医学信息研究所/图书馆 2012 年学术年会, 2013: 470-477.
9. 冯萍, 杨欢, 范金虎, 等. 患者表扬与医务人员激励机制研究. 中国肿瘤临床与康复, 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. 张琳, 黄喜珊, 梁碧珊. 关于表扬的心理学研究及其教育启示. 心理研究, 2012, 5(3): 14-19.
12. 王光明, 杨蕊. 基于 NVivo10 质性分析的少数民族数学学习心理因素研究. 民族教育研究, 2015, 26(1): 81-84.
13. 陈向明. 扎根理论的思路和方法. 教育研究与实验, 1999(4): 58-63, 73.
14. 刘君玲, 张文兰, 刘斌. 在线协作交互文本编码体系的设计与应用——基于情绪交互视角的研究. 电化教育研究, 2020, 41(6): 53-59.
15. 中国社会科学院语言研究所词典编辑室. 现代汉语词典. 7 版. 北京: 商务印书馆, 2016: 111, 566, 1655.
16. 王克勤, 杨秋莉. 中医心理学基础理论. 北京: 人民卫生出版社, 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, 陈玉恒, 周妍, 等. 医院对患者表扬的管理情况分析及思考. 中国医药导报, 2022, 19(22): 157-159.
19. 韩秉悦, 于杰, 李栋. 从表扬信看和谐医患关系的构建. 中国卫生质量管理, 2010, 17(1): 68-70.
20. 王建琴, 王启敏. 构建和谐医患关系的相关因素浅析. 现代医院, 2006, 6(2): 79-81.
21. 甘瑁琴, 赵婷婷. 患者医疗消费体验满意度调查研究——以长沙市为例. 开发研究, 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. 冯本英. 情感支持在脊髓损伤伴功能障碍病人中的应用. 全科护理, 2010, 8(32): 2917-2918.
24. 刘淑琴. 情感支持护理应用于老年高血压患者的效果观察. 实用临床护理学电子杂志, 2017, 2(38): 40.
25. 朱新莲. 情感支持在剖宫产手术中应用的效果评价. 宜春学院学报, 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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