耳鼻咽喉科门诊患者满意度现状及其影响因素  

Current Status of Satisfaction Degree of Clinical Patients in Department of Otorhinolaryngology and Its Influencing Factors

作　　者：徐岚[1] 陈奕[1] 眭文洁[1] 王洁[1] 

机构地区：[1]苏州大学附属第一医院护理部,江苏苏州215006

出　　处：《解放军护理杂志》2016年第17期6-9,共4页Nursing Journal of Chinese People's Liberation Army

摘　　要：目的了解耳鼻咽喉科门诊患者满意度现状,分析其影响因素,以便提出提高医院耳鼻咽喉科门诊患者满意度的护理对策。方法 2015年7-12月,便利抽样法选取在苏州大学附属第一医院耳鼻咽喉科门诊就诊的578名患者为研究对象。采用自行设计的耳鼻咽喉科门诊患者满意度调查问卷对其进行调查。结果 578名患者满意度平均得分为(16.50士2.54)分。患者对门诊服务的满意度处于中上水平,总体满意率为80.24%。诊疗技术、服务态度、就诊流程、就诊环境、等候时间等项目的满意度评分分别为(4.42士0.68)、(4.21士0.79)、(4.03±0.88)、(4.32±0.88)和(3.56±1.19)分;其满意率分别为92.90%、85.81%、77.85%、84.43%和60.20%。不同性别、文化程度的患者,其总体满意度评分差异均无统计学意义(均P>0.05);而不同年龄、疾病类型的患者在总体满意度得分上的差异均有统计学意义(均P<0.05)。年龄及疾病类型是影响患者总体满意度评分的主要因素(均P<0.05)。结论耳鼻咽喉科门诊患者对服务及就诊流程有特殊需求,耳鼻咽喉科门诊护士应遵循"以病人为中心"的服务理念,制定出有针对性的护理服务措施,优化就诊流程,满足患者需要,进一步提升患者的满意度。Objective To understand the current status of satisfaction degree of clinical patients in department of otorhinolaryngology and to analyze its influencing factors, in order to propose the nursing countermeasures in improving the satisfaction degree of clinical patients in department of otorhinolaryngology.Methods By convenience sampling, 578 patients were selected and investigated by self-designed questionnaire.Results The average satisfaction rate was （16.50±2.54）.The satisfaction rate was 80.24% ,which was in the moderate to high level.The satisfaction rate in clinical diagnosis technology,service attitude,medical process,medical environment and waiting time were （4.42±0.68）, （4.21±0.79）, （4.03±0.88）, （4.32±0.88）and（3.56±1.19）, respectively,and the satisfaction rate were 92.90% ,85.81% ,77.85% ,84.43% and 60.20% ,respectively.No statistical significance of satisfaction degree was found in patients with different gender and educational background （all P〉0.05）. The statistical significances of general satisfaction rate were found in patients with different age and disease types （all P〈0.05）.The influencing factors were age and disease types （all P〈0.05）.Conclusion Clinical patients in otolaryngology department had special needs, nurses should follow the patient-centered service concept to set targeted nursing service , optimize the medical process, satisfy the needs of patients, and improve the satisfaction of clinical patients.

关 键 词：耳鼻咽喉科 门诊 患者满意度 

分 类 号：R473.76[医药卫生—护理学]