从护理服务质量满意度调查看护理告知之实施现状  

Current Situation of Nurse Informing Implementation from the Survey of Quality of Nursing Service Satisfaction

作　　者：杨琳[1] 马亚琳[2] 朱郧鑫 

机构地区：[1]湖北医药学院卫生管理与卫生事业发展研究中心,湖北十堰442000 [2]湖北省十堰市人民医院妇产科,湖北十堰442000 [3]湖北医药学院护理学院,湖北十堰442000

出　　处：《中国医学伦理学》2014年第1期133-135,共3页Chinese Medical Ethics

基　　金：湖北医药学院卫生管理与卫生事业发展中心开放基金项目;项目编号:2011B012

摘　　要：目的通过对护理服务质量满意度的调查,了解护理告知的实施现状。方法采用立意抽样法,抽取十堰市某三甲医院3100位住院患者及100名护士作为调查对象,对护理告知影响护理服务质量满意度的相关内容展开调查。结果护士告知知识缺乏是告知不足的最大障碍,害怕和医生回答不一致,工作太忙、人员配备不足、没有时间进行有效护理,对护理告知重视不够等也是导致告知不足的重要原因。对患者的调查显示,患者对护理服务质量有着较高的满意度(97.5%),而"护士操作前告知"相关问题3题中累计统计不满意项目占全院服务质量统计次数的80.6%。结论护士应加强护理告知专业理论及相关立法的学习、熟练掌握沟通技巧。护理管理部门应实现护理告知的规范化、重视护理告知,改善护理人力资源现状。Objective：To investigate the current situation of nurse informing implementation by surveying the quality of nursing service satisfaction.Methods：Purposive sampling method was used, 3100 hospitalized patients and 100 nurses in a top level hospital in Shiyan were included. The quality of nursing service satisfaction related content was investigated.Results：The lack of unrse informing knowledge is one of the biggest obstacles. Being afraid of not matching the doctor answers, busy working, inadequate staffing, having no time for effective nursing, not having enough attention on nurse informing are also the important reasons. For patients, they had a higher satisfaction （97.5%） on nursing service, ＂the nurse informing before operation＂ issues were not satisfied accounting for 80.6% of totle hospital quality statistics.Conclusion：It is necessary for nurse to strengthen the nursing professional theory and legislation of mastering learning and communication skills. Nursing management department should realize standardization, attaches great importance to the nursing informing and improve the state of nursing human resources.

关 键 词：护理告知 护理质量 满意度 护理管理 护士 

分 类 号：R47[医药卫生—护理学]