上海市37所医院实施优质护理服务后患者满意度的调查  

Investigation and Analysis of Satisfaction of Inpatients from 37 Hospitals in Shanghai after Quality Care Service Implementation

作　　者：郭欣[1] 陈赟[1] 施雁[1] 毛雅芬[1] 

机构地区：[1]同济大学附属第十人民医院护理部,上海200072

出　　处：《解放军护理杂志》2014年第22期21-24,共4页Nursing Journal of Chinese People's Liberation Army

基　　金：国家自然科学基金资助项目(71173155)

摘　　要：目的了解开展优质护理服务后住院患者的满意度情况,探讨护理对策,为提高护理质量、促进护患和谐提供依据。方法 2013年1-6月,采用《住院患者体验与满意度监测表》对上海市37所三级综合性医院、三级专科医院、二级医院以及企业职工医院不同科室的1845例住院患者进行满意度调查。结果住院患者的满意度总分为(84.4±4.95)分,调查问卷的16个条目中,"住院期间,是否有照顾您的责任护士?"得分最高,"您所在的病房安静吗?"得分最低;不同级别医院间患者的总体满意度差异有统计学意义(F=3.096,P<0.05),其中企业职工医院与三级综合性医院、三级专科医院的患者满意度差异均有统计学意义(t=2.701/2.379,均P<0.05)。结论医院应该加强后勤服务管理,改善患者住院环境,科学配置护士人力,对护士进行培训以提高其各方面素质,并加大各方投入,更好地落实优质护理服务工作,满足患者的健康需求,提高护理质量。Objective To understand the satisfaction of inpatients after quality care service implementation and discuss the nursing countermeasure ,to provide evidence for nursing quality improvement and promote harmonious relationship between nurses and patients .Methods By using inpatients experience and satisfac‐tion level scale to survey 1845 inpatients from 37 Class III General Hospitals ,Class III Specialty Hospitals , secondary hospitals and enterprise hospitals in Shanghai for the satisfactory rates from Jan 2013 to June 2013 .Results T he rate of satisfaction of inpatients to service w ere 84 4. ± 4 9.5 ,the question of’during the hospitalization ,is there a responsible nurse w ho takes care of you’ had the highest score ,and the question of’is the room quiet where you stayed’ had the lowest score .There was statistic significance of satisfaction of inpatients between different level of hospitals （F=3 0.96 ,P〈0 0.5） ,the difference between enterprise hospital with Class III general hospital and Class III speciality hospital were statistic significance （t= 2 . 701/2 3.79 ,all P〈0 0.5） .Conclusion Hospitals should strengthen logistics management to improve the ward environment ,scientifically arrange the human resource ,train the nurses to improve their all around quality ,increase the input to better implement the high‐quality care ,meet the needs of patients and improve the quality of nursing .

关 键 词：满意度 住院患者 优质护理服务 

分 类 号：R197.323[医药卫生—卫生事业管理]