对护理服务的态度及行为的调查  

Investigation of the attitude and behavior in the delivery of nursing services

作　　者：刘雅玲[1] 张振露[1] 叶晓青[1] 

机构地区：[1]中山医科大学附属第一医院护理部

出　　处：《中华医院管理杂志》1999年第7期440-447,共8页Chinese Journal of Hospital Administration

摘　　要：对该院６４６名护理人员提供护理服务的态度及行为进行了调查，护理人员的护理服务态度及行为得分较高，在满分３０及２４的问题中，平均得分分别为２７６１±２８７分、２１００±２０５分。对影响得分因素做进一步分析发现，护理人员之服务态度得分的高低与婚姻状况、文化程度、技术职称等因素无关；与兼任护理行政职务呈正相关；与年龄呈负相关。护理行为得分与兼职及服务态度呈正相关。对护理工作的看法结果提示，调查对象的赞同率较低，对护理工作看法的得分与护理服务态度及行为呈正相关。提示应重视对护理人员的继续教育及护理观念的转变，使其对护理工作有正确的看法，建立良好的护理服务态度，以促进护理行为向正向发展。An investigation was made of the attitude and behavior on the part of 646 members of the nursing staff of the hospital in delivering nursing services.Their score was high,averaging 2761287 and 21.002.05 respectively on questions with the highest score being 30 and 24 respectively.A further analysis of the factors affecting the scores leads to the discovery that the scores have little to do with such factors as marital status,level of education or professional titles.They have a positive correlation with the assumption of administrative nursing posts and a negative correlation with ages.Results concerning the outlook on nursing indicate that the objects of investigation have a low rate of approval,their scores in the outlook on nursing having a positive correlation with their attitude and behavior in delivering nursing services.It is shown that continuing education of the nursing staff and changing of concepts concerning nursing should be emphasized in order that the nursing staff may have a correct understanding of the importance of their work and establish a good attitude in delivering nursing services.Only in this way can their behavior in nursing be healthily oriented.

关 键 词：护理人员 服务态度 服务行为 调查 护理管理 

分 类 号：R197.323[医药卫生—卫生事业管理] R47[医药卫生—公共卫生与预防医学]