出院患者对优质护理服务满意度调查与分析  

A survey of satisfaction degree of outpatients toward excellence in nursing service

作　　者：张艳[1] 田欢欢[1] 聂圣肖[1] 史妍萍[1] 刘华平[1] 

机构地区：[1]北京协和医学院护理学院,100144

出　　处：《中国护理管理》2012年第10期27-30,共4页Chinese Nursing Management

基　　金：中国医院协会2009-2010年度医院管理研究项目(CHA-1-2010-052)

摘　　要：目的:调查全国22个省、自治区、直辖市"三甲"医院出院患者对优质护理服务的知晓率及满意度,为优质护理服务的深入开展提供理论依据。方法:采用定额抽样法从全国开展优质护理服务的"三甲"医院中抽取57家医院进行出院患者病历抽调,共抽取病历10260份;按照病历首页患者联系电话,采用"优质护理服务满意度调查问卷"对其进行电话访问,共获得有效问卷3192份。结果:出院患者对57家"三甲"医院优质护理服务的总体满意度平均为91.99%,护理服务整体评价平均分为(9.22±1.16)分,得分最高的是帮助的及时性,得分最低的是基础护理服务。结论:调查显示,患者对优质护理服务满意度较高,医院的基础护理服务虽然已得到加强,但仍不能完全满足患者需要。护理管理者应提高病区人力配置的合理性以全面满足患者需求,提高护理质量。Objective： To survey the patient＇s satisfaction and comprehension with excellence in nursing service in 22 provinces and municipalities of China, and to provide reference for the further development of excellence in nursing service. Methods： Totally 3192 patients in 57 three level of first-class hospitals were investigated by telephone interview using Patient Satisfaction with Excellence in Nursing Service Questionnaire. Results： The average satisfaction rate was 91.99%; the rage of score was from 79.70% to 97.34%; and the average score of overall evaluation of nursing services was 9.22±1.16. Conclusion： The investigation shows that the patient satisfaction with nursing service is higher; the daily nursing service has been improved, but still can＇t meet the needs of patients. Nursing managers should strengthen the rationality of the human resource allocation as pursuing the excellence in nursing service, in order to meet the demands of patients and improve the quality of nursing.

关 键 词：优质护理服务 患者满意度 电话访问 

分 类 号：R47[医药卫生—护理学]