湖北省三级医院患者对护理工作满意度的定量研究  

Investigation on Inpatients' Satisfaction with Nursing Care in Level-three Hospitals in Hubei Province

作　　者：阮满真[1] 赵光红[1] 廖永珍[2] 

机构地区：[1]华中科技大学同济医学院附属协和医院护理部,湖北武汉430022 [2]华中科技大学同济医学院附属协和医院

出　　处：《护理学杂志》2009年第15期59-62,共4页

基　　金：湖北省卫生厅科研资助项目(200601)

摘　　要：目的了解湖北省三级医院患者对护理工作的满意度,探讨影响患者满意度的因素。方法自制患者对护理工作满意度问卷,采用随机抽样方法对湖北省15所三级医院667例住院患者进行问卷调查。结果患者对护理工作的总体满意度得分为4.29±0.49;5个维度得分由高到低依次为护士礼仪(4.42±0.52)、服务态度(4.36±0.52)、专业技能(4.33±0.51)、住院制度(4.16±0.60)及护理环境(4.12±0.63);33个条目排前3位的是护士的精神风貌、语言文明及着装,排后3位的是病房环境的安静、宽敞及医院的留陪制度。护士巡视病房的次数,护士进行护理操作前后的解释工作,医疗设备的洁净齐全程度对住院患者的总体满意度有显著影响(均P<0.01)。护理收费与护理服务性价比得到79.8%患者的认可。结论湖北省患者对三级医院护理工作的总体满意度处于较高水平,但对护理环境和护理人员主动服务意识满意度较低。护理管理人员应注意保证提供良好的护理环境,增强护士的主动服务意识,以提高患者满意度。Objective To investigate the inpatients＇ satisfactions with nursing care in level-three hospitals in Hubei province, and to explore the influencing factors of inpatients＇ satisfaction. Methods A total of 667 inpatients in 15 level-three hospitals were investi- gated with self-made questionnaires. Results The score of overall satisfaction was 4.29-0.49. The scores of 5 domains in descending order were nurse＇s etiquette, service attitude, professional skills, hospital rules, and environment. Among 33 items, the items of nurses＇ spiritual features, politeness in conversation, and the dressing scored the highest, while the items of quietness of ward, ampleness of the ward, and visitor regulation scored the lowest. Frequencies of nurse＇s observation, nurses＇ explanation before and after procedure, and cleanness and availability of the medical equipment had significant effects on inpatients＇ overall satisfaction （P〈0.01 for all）. Charging and cost-effectiveness of nursing service were recognized by 79.8% of the patients. Conclusion Inpatients＇ overall satisfactions with nursing care were at a relatively high level, but their satisfactions with hospital environment and nurses＇ awareness of active service are at a relatively low level. Hospital administrators should provide patients with good hospital environment, strengthen nurses＇ awareness of active service, and enhance nurses＇ abilities of health education so as to improve patients＇ satisfaction.

关 键 词：患者满意度 三级医院 主动服务意识 护理环境 护理费用 

分 类 号：R47[医药卫生—护理学] C931.3[医药卫生—临床医学]