心血管患者满意度调查与责任护士奖金挂钩的探讨  

Discussion on linkagebetween satisfaction ofpatients withcardiovascular diseases and bonus of responsible nurses

作　　者：邹乘香[1] 郑修银 

机构地区：[1]四川省宜宾市第一人民医院心内科,四川宜宾644000

出　　处：《中国医药科学》2012年第22期179-180,共2页China Medicine And Pharmacy

摘　　要：目的通过患者满意度调查的实施,对提高护理工作质量和开展"优质护理服务示范工程活动"提供有力的保障,同时可加强护士对理论知识的不断学习和对操作技能的不断提高,进一步为患者提供满意的服务。方法通过发放住院患者满意度问卷和出院患者电话随访相结合的方式进行回收、比较、分析和评估,收集病员真实的意见和建议,进一步改进医院设施,完善服务流程,拓宽护理服务项目,提高护理服务质量。结果责任护士增强了竞争意识,能针对自己在护理过程中存在的薄弱环节,由被动服务变主动服务,积极主动为患者提供帮助和指导,患者满意度明显提高。结论将患者满意度问卷结果与出院后电话随访结果相结合与责任护士奖金挂钩,可以增强护士主动服务意识,提高患者满意度,对护理工作的开展有很大促进作用。Objective To provide strong guarantee for improving the nursing quality and conducting the ＂demonstration project activities for quality nursing services＂ through investigating the patients＇ satisfaction as well as to encourage the nurses to learn theoretical knowledge constantly and improve their operational skills constantly in order to provide satisfactory services.Methods Through the questionnaire survey of inpatients＇ satisfaction and the telephone follow-up visit,their real comments and suggestions were collected,compared,analyzed and evaluated in order to improve the hospital facility,complete the service process,extend the nursing service items and promote the nursing service quality.Results Responsible nurses enhanced their sense of competition,corrected their nursing disadvantages,turned passive services into active services,and provide help and guidance to the patients initiatively,so the patient satisfaction improved significantly.Conclusion The combination of the patient satisfaction questionnaire results and telephone follow-up visit and the bonus of responsible nurses can enhance their active nursing sense and promote the patient satisfaction,which is greatly conducive to the implementation of nursing work.

关 键 词：满意度 奖金挂钩 责任护士 

分 类 号：R47[医药卫生—护理学]