应用模糊数学评价护理服务满意度的研究  

Study on patient satisfaction by the method of fuzzy mathematics

作　　者：贺美玲[1] 许艳玲[1] 韩美英[1] 

机构地区：[1]首都医科大学附属北京安定医院门诊部,北京100088

出　　处：《护理管理杂志》2008年第12期34-36,共3页Journal of Nursing Administration

摘　　要：目的了解患者及家属对精神科门诊护士服务的满意度,分析影响因素,提出护理对策。方法采用自行设计的问卷调查某精神病专科医院门诊患者及家属903名,采用模糊数学综合评价法计算护理服务满意度,运用多元逐步回归法分析影响满意度的相关因素。结果护理服务满意度为87.20%。就诊次数、居住地、付款方式和职业是影响患者满意度的因素。结论部分患者及家属对个别服务项目仍有不满意,需要进一步强化"以人为本"的服务理念,持续改进工作,以提高满意度。Objective To investigate the current status of patient satisfaction by the method of fuzzy mathematics and analyze the related factors in psychiatric clinic. Methods A total of 903 outpatients and relatives from psychiatric clinic were investigated with a self - designed questionnaire. The patient satisfaction was calculated by the method of fuzzy mathematics and the related factors were analyzed by the method of multiple regression analysis. Results The patient satisfaction was 87.20%. The multiple regression analysis showed that times of medical consultation, resident regions,types of payment and occupation were related to the patient satisfaction. Conclusion h is suggested to further strengthen human - centered service philosophy to iraprove nursiug care and increase patient satisfaction.

关 键 词：护理服务 满意度 模糊数学 综合评判法 

分 类 号：C931.2[经济管理—管理学]