出院患者对护理工作满意度的评价及其影响因素  

Influencing Factor and Evaluation of Discharged Patients' Satifaction on the Nursing Care

作　　者：谢凤兰[1] 林芳宇[1] 余娟[1] 成守珍[1] 

机构地区：[1]中山大学附属第一医院护理部,广东广州510080

出　　处：《解放军护理杂志》2014年第2期1-5,共5页Nursing Journal of Chinese People's Liberation Army

基　　金：广东省自然科学基金资助项目(07001681)

摘　　要：目的了解出院患者对护理工作的满意度及其影响因素。方法 2011年9月至2012年2月,便利抽样法选择2859例出院患者为研究对象,采用自行设计的满意度调查表对其进行电话随访,了解他们对护理工作的满意度情况。结果 2859例出院患者对护理工作的总体满意度评分为(90.50±10.59)分,达到满意以上水平;其中患者对生活护理、健康教育以及出院宣教的满意度评分较高,分别为(91.27±11.77)、(91.24±11.99)和(91.01±11.31)分。患者对优质护理服务、责任护士以及病区护士长的知晓率分别为73.3%、95.1%以及95.3%。经单因素分析,不同年龄、性别、住院天数、居住地、治疗结果的患者的满意度评分差异均有统计学意义(均P<0.05)。多元回归分析结果显示,年龄、居住地和住院天数是影响护理工作满意度的因素。结论对年龄小、住院时间长的外地患者,要加强护患沟通,切实解决患者的问题,满足患者的需求,从而达到优质护理的目的。随访是医患沟通的延伸,电话随访保证了患者护理工作满意度评价的完整性和有效性,能准确反映现阶段存在的问题,以便护理人员采取有针对性的措施。Objective To evaluate discharged patients＇ satisfaction on the nursing care and influencing fac- tor. Methods By convenience sampling,a total of 2859 discharged patients were assessed by self-designed satisfaction questionnaire from September 2011 to February 2012,so as to understand their satisfaction to- wards nursing work. Results All of the 2859 discharged patients were satisfied with the nursing work, the mean satisfaction score was （90. 50士10. 59）. The top three satisfied nursing services were life care （91. 27士11.77）,health education（91.24士 11.99）and health education before discharge（91.01 士 11.31）. Awareness rate to quality nursing care, charge nurses and head nurses were 73.3%, 95.1%, and 95.3%, respectively. Results the multiple regression analysis indicated that age, gender, location and length of sta- ying and treatment outcomes were the influencing factors of satisfaction （P 〈0. 05） Conclusion Strengthen patient-nurse communication is important, especially for younger, long time of hospitalization patients and patients come from other places, to effectively solve the problem, fulfill the patients＇ needs, thus to achieve the target of providing quality nursing services for patients. Telephone follow up is the ex- tension of the patient-nurse communication. Telephone follow-up guaranteed the integrity and efficiency of the nursing satisfaction of patients, and it can reflect the problems existing in the present stage to guide nurses to take targeted measures to solve the problems.

关 键 词：随访 患者满意度 优质护理服务 延续性护理 

分 类 号：R197.323[医药卫生—卫生事业管理]