Application and quality improvement analysis of patient journey map in the whole process nursing of oncology patients
患者旅程地图在肿瘤内科患者全程护理中的应用与质量改善分析

摘要

目的 患者旅程地图在肿瘤内科患者全程护理中的应用与质量改善。方法 选取2023年6月至2024年12月肿瘤内科收治的13例接受化疗的患者，进行半结构式访谈，绘制患者旅程地图。选取2024年10月至2025年12月肿瘤内科收治的100例化疗患者，通过随机数字表法分为两组，各组50例，对照组实施常规护理，实验组实施基于患者旅程地图的全程护理。对比两组的患者满意度、护理不良事件发生率、护理流程完成时间。结果 以入院前、入院中、治疗期、出院、随访期各环节作为全程护理的时间轴线，从任务、情绪、痛点、机会点4个角度出发归纳出26条主题，并形成患者旅程地图。与对照组相比，实验组的患者满意度更高，护理不良事件发生率更低，护理流程完成时间更短，均显示出统计学差异（P＜0.05）。结论 化疗肿瘤患者的护理旅程漫长且复杂，全程护理需求具有动态变化、多维度交织的特点，通过构建患者旅程地图能够为患者提供精准细致的全程护理服务，提升护理质量与效率，提高患者的满意度。

Abstract

Objective To apply patient journey maps in the comprehensive nursing care of oncology patients and improve their quality.
Methods A semi-structured interview was conducted with 13 chemotherapy patients admitted to the Department of Medical Oncology from June 2023 to December 2024 to map their patient journey. From October 2024 to December 2025,100 chemotherapy patients admitted to the same department were randomly divided into two groups of 50 cases each using a random number table. The control group received routine nursing care, while the experimental group received comprehensive nursing care based on the patient journey map. The patient satisfaction, incidence of adverse nursing events, and completion time of nursing procedures were compared between the two groups.
Results Using the pre-admission, admission, treatment period, discharge, and follow-up phases as the timeline for comprehensive nursing care, 26 themes were identified from four perspectives: tasks, emotions, pain points, and opportunity points, forming a patient journey map. Compared with the control group, the experimental group demonstrated higher patient satisfaction, lower incidence of adverse nursing events, and shorter completion time for nursing procedures, all showing statistically significant differences (P<0.05).
Conclusion   The nursing journey of chemotherapy tumor patients is long and complex, and the nursing needs throughout the entire process are characterized by dynamic changes and multidimensional interweaving. By constructing a patient journey map, precise and detailed nursing services can be provided to patients, improving nursing quality and efficiency, and enhancing patient satisfaction.