患者对护理服务质量评价的调查与分析  

Survey and analysis on evaluation on quality of nursing service for patients

作　　者：刘晓燕[1] 冯国和[1] 胡慧群[1] 

机构地区：[1]杭州师范大学附属医院,浙江杭州310015

出　　处：《护理与康复》2012年第6期510-512,共3页Journal of Nursing and Rehabilitation

摘　　要：目的调查不同特征住院患者对护理服务质量的评价。方法自行设计护理服务质量满意度调查表,包括有形载体、服务态度与意识、护理技术水平、护理服务管理与协调4维度共18条目,对230例住院患者进行调查。结果患者对医院护理服务质量的评价平均3.22分,对各维度评价由高到低依次为有形载体、服务态度与意识、护理服务管理与协调、护理技术水平;女性评价低于男性,非服务业人员的评价高于服务业人员,对有形载体维度评价呈现随年龄增加评价升高的趋势。结论患者对护理服务质量评价处于一般水平,医院要采取措施,提高护理服务质量。Objective To study the evaluation on quality oi nursing service tor inpatients with dliterent characters. Method Investigate 230 inpatients by self--designed questionnaire on satisfaction of quality of nursing service, including visible carriers, attitude and consciousness of service, nursing skill level and 18 items from 4 dimensions of nursing service management and coordination. Result The average score of evaluation on quality of nursing service for inpatients is 3.22. Evaluation of dimensions ranking from gigh to low are visible carriers, attitude and consciousness of service, nursing service management and coordination and nursing skill level. Women give lower evaluation than men. People in service industry give higher evaluation than people in non--service industry. People in an older age have a higher ecaluation on visible carriers. Conclusion Evaluation on quality of nursing service for patients is in a medium level. Hospitals should take measures to in- prove quality of nursing service.

关 键 词：患者 护理 服务质量 满意度 

分 类 号：R197.323.4[医药卫生—卫生事业管理]