医务社会工作者介入医院服务对患者满意度的影响  

Influence of Medical Social Worker Involvement in Hospital Service on Patients Satisfaction

作　　者：李丽娟[1] 赖文娟[1] 杨毅华[1] 黄小红[1] 陶艳玲[1] 

机构地区：[1]深圳市龙岗中心医院护理部,广东深圳518116

出　　处：《护理学报》2012年第17期36-39,共4页Journal of Nursing（China）

摘　　要：目的探讨医务社会工作者介入医院服务对患者满意度的影响。方法选取2010年1—12月住院治疗的2 401例患者为对照组,采取诊疗护理操作规程落实诊疗护理,选取2011年1—12月住院治疗的2 415例患者为观察组,根据医院的工作现状,找出影响患者满意度的关键因素,组建医务社会工作者团队,制定计划和措施,让医务社会工作者干预住院患者的服务管理。比较实施前后两组患者住院期间满意度与出院后满意度的差异。结果观察组患者住院期间、出院后满意率均高于对照组,差异均有统计学意义(P<0.05)。结论医务社会工作者介入医院服务能有效缓解患者心理情绪压力,有效提升患者的自我防护知识水平,进一步完善出院患者后续服务质量,构建和谐医患关系、拓展关爱支持服务内涵的良好渠道,从而提高患者住院期间及出院后对医院服务的满意度。Objective To explore the effect of medical social worker involvement in hospital service in enhancing patient satisfaction. Methods In the study, control group involved 2 401 hospitalized patients in 2010 in which routine nursing was conducted, and 2 415 hospitalized patients in 2011 were included in observation group, in which medical social workers were involved in hospital service. The patients satisfaction during hospitalization and after discharge of the two groups were compared.Results The satisfaction rate during hospitalization and after discharge in observation group was significantly higher than those in control group （P〈0.05）. Conclusion Medical social worker involvement in hospital service can effectively improve patients＂ satisfaction and its social influence.

关 键 词：医务社会工作者 医院服务 患者满意度 

分 类 号：R47[医药卫生—护理学] C931.3[医药卫生—临床医学]