北京市三级甲等医院实施优质护理服务后病人满意度调查  

Survey of patients' satisfaction after implementation of high quality nursing service in three grade A hospital in Beijing city

作　　者：赵欢[1] 单秀莲[2] 刘溢思[1] 

机构地区：[1]首都医科大学 [2]首都医科大学附属北京友谊医院

出　　处：《护理研究（下旬版）》2014年第7期2586-2590,共5页Chinese Nursing Researsh

摘　　要：[目的]调查北京市三级甲等医院实施优质护理服务后病人的满意度情况。[方法]采用整群抽样法,在北京市随机抽取5所拥有特需病房的三级甲等医院住院病人207例。采用自行编制的优质护理服务调查问卷进行调查。[结果]研究对象总体满意度得分为4.81分±0.24分,其中护士健康教育能力满意度得分最低。不同性别、就业状态、教育程度、居住情况、付费方式、宗教信仰的病人对优质护理服务满意度得分比较差异有统计学意义。普通病房病人满意度得分最高,特需病房外籍病人满意度得分最低,特需病房外籍病人对护士服务态度及质量满意度最高。[结论]北京市三级甲等医院实施优质护理服务后,病人满意度均较高,护理外籍病人的护士需提高外语能力,特需病房护士面临的要求更高、挑战更大。Objective：To survey the satisfaction of patients after the implementation of high quality nursing service in three grade A hospitals in Beijing city.Methods：The cluster sampling method was used to select randomly 207cases patients from 5three grade A hospitals with special wards in Beijing.The self-designed questionnaire was used for survey of high quality nursing service.Results：The overall satisfaction score of research objects was 4.81±0.24,and the satisfaction of health education ability of nurses had the lowest score.There was statistically significant difference in high quality nursing service satisfaction score among different genders,employment status,education level,living conditions,payment and religious patients.Patients＇ satisfaction score in normal wards was the highest,foreign patients＇ satisfaction score in special wards was the lowest,foreign patients in special wards had the highest satisfaction to the service attitude and quality of nurses.Conclusion：After the implementation of high quality nursing service in three grade A hospitals in Beijing city patients＇ satisfaction is higher,nurses for nursing foreign patients need to improve the foreign language ability,nurses in special wards face more demanding,and more challenges.

关 键 词：优质护理服务 特需病房 外籍病人 病人满意度 

分 类 号：R47[医药卫生—护理学]