住院患者对护理服务满意度现状及其影响因素研究  

Current situation of inpatients' satisfaction to nursing care and its influencing factors

作　　者：程敏[1] 徐国彬[2] 贾若雅[3] 赵宁[1] 顾则娟[4] 李杰[5] 屠丽君[2] 

机构地区：[1]南京市卫生局医政处,210008 [2]南京脑科医院护理部 [3]南京医科大学附属南京医院 [4]江苏省人民医院护理部 [5]东南大学医学院

出　　处：《中国护理管理》2014年第7期756-759,共4页Chinese Nursing Management

摘　　要：目的:分析南京市住院患者对护理服务满意度状况及其影响因素,寻求合理的管理对策。方法:由第三方调查机构对南京地区20家省、市属医院(包括省属医院9家,市属医院11家)3411名住院患者进行问卷调查,了解其对护理服务满意度。采用多元回归分析满意度的影响因素。结果:省属医院住院患者满意率为93.11%,市属医院住院患者满意率为91.98%。对治疗效果、住院费用和饮食情况的满意度是患者对护理服务满意度的影响因素。结论:患者对护理工作满意度已处于较高水平,但仍有待提高。除护理工作自身以外,可通过提高对治疗效果、住院费用和饮食情况等方面的满意度提高患者对护理服务的满意度。Objective： To seek reasonable management strategies, we analyzed Nanjing inpatients＇ satisfactions for nursing care and its influencing factors. Methods： Totally 3411 inpatients of 20 Nanjing tertiary hospitals （including 9 provincial hospitals and 11 municipal hospitals） were surveyed to acquire their satisfaction for nursing care. Results： The inpatients＇ satisfaction rate of provincial hospital and municipal hospital respectively were 93.11% and 91.98%. Result of multiple regression equation indicated that the satisfaction to different efficacy, treatment expenses and catering condition had a positive impact on inpatients＇ satisfactions for nursing care. Conclusion： Inpatient＇s satisfaction level needs to be improved, and administrative departments should apply multi-approaches based on the influencing factors to improve inpatients＇ satisfaction.

关 键 词：住院患者 满意度 影响因素 

分 类 号：R47[医药卫生—护理学]