优质护理服务对某二级综合医院住院患者满意度影响研究  

Impact of high quality nursing service on patient satisfaction in a second-class comprehensive hospital

作　　者：肖素娟[1] 周彩云[1] 曾钰莲 梁穗群 李攀[1] 

机构地区：[1]广州市天河区中医医院,510655

出　　处：《国际医药卫生导报》2014年第4期564-568,共5页International Medicine and Health Guidance News

摘　　要：目的 调查优质护理服务对某二级综合医院住院患者满意度的影响,为提高护理服务质量提供依据.方法 以分层随机抽样的方式,采用患者满意度调查表对2010年5月至2012年8月968名住院患者进行调查.结果 2010年至2012年患者总体满意度在90％以上,不同年度患者对总体满意度、技术服务水平和管理水平满意度得分差异具有统计学意义（P＜0.05）,且呈逐年升高趋势；2010年患者满意度前三位是入院介绍（87.82％）、服务态度（86.86％）、护士技术操作技术（87.82％）,满意度得分较低的是责任护士介绍（52.88％）、病房管理（59.94％）、病情观察（64.74％,主动巡视）,2012年患者满意度调查各项指标均在85％以上,与2010年比较差异均有统计学意义（P＜0.05）.结论 以病人为中心,开展“优质护理服务示范工程”活动,落实基础护理,改善就医环境,加强护患沟通,强化护理人员的优质服务理念,是医院提高患者满意度的有效途径.Objective To provide some references for improving the quality of nursing service investigating the impact of high quality nursing service on patient satisfaction in a second-class comprehensive hospital.Methods From May 2010,to August,2012,968 inpatients were investigated with patient satisfaction questionnaire and stratified random sampling method.Results The overall patient satisfaction 2010 to 2012 was over 90％.The scores of overall patient satisfaction and the patient satisfaction to technical service level and management level had stastical differences between different years （P ＜ 0.05） and increased year by year.The patient satisfactions to registaiton introduction,service attitude,and nurses＇ operation skill were 87.82％,86.86％,and 87.82％,respectively,which were top 3 in 2010.The patient stisfactions to introduction of primary nurse,ward management,and observation of illness state（active patrol） were 52.88％,59.94％,and 64.74％,respectively,in 2010.All indexes of the patient satisfaction survey in 2012 were over 85％,with statistical differences comparing with those in 2010 （P ＜ 0.05）.Conclusions Being patient-centered,carrying out “the demonstration project of high quality nursing service”,implementing the basic nursing,improving medical environment,and strengthening the nurse-patient communication and nurses＇ high quality service concept are effective ways for improving patient satisfaction.

关 键 词：优质护理服务 二级综合医院 患者满意度 

分 类 号：R47[医药卫生—护理学]