美容术后患者满意度调查分析及改进对策研究  

Analysis and Countermeasures of Satisfaction Survey among Post- Cosmetology Patients

作　　者：朱秀梅[1] 王本峰[1] 黄亚川[1] 

机构地区：[1]陕西省人民医院,陕西西安710068

出　　处：《中国卫生质量管理》2016年第6期53-56,共4页Chinese Health Quality Management

摘　　要：目的通过对某院美容术后患者进行回访,了解其住院感受及满意度,对调查结果进行统计分析并制定针对性改进对策。方法选择2014年1月-2015年12月接受整形美容治疗的1 092例患者作为研究对象,采用电话回访的方法了解其住院感受及满意度。调查问卷经过前期的预调查及信度、效度测定,均符合规范,调查内容包括服务态度、关爱患者、健康教育、业务水平、职业道德等护理满意度。结果患者对护士的职业道德满意度为93.50%,服务态度满意度为88.00%,业务水平满意度为73.90%,关爱患者满意度为67.03%,健康教育满意度为62.00%。结论电话回访调查可以及时发现护理工作中存在的不足并采取相应措施进行及时改进,以便更好地为患者提供优质服务。Objective To investigate feelings and satisfaction among discharged patients in the Department of Bum And Plastic Surgery in a hospital, analyze the survey results and develop targeted improvement strategies. Method From January 2014 to December 2015, 1092 patients receiving cosmetology treatment were included into the study for questionnaire survey by tele- phone interviews to investigate feelings and satisfaction of the patients. After pre - survey and reliability and validity analysis, the questionnaire was accord with standard, and its content included service attitude, patient care, health education, professional skill, professional ethics and other nursing satisfaction. Result The patients＇ satisfaction level was 93.50% on professional eth- ics of nurses, 88.00% on service attitude, 73.90% on professional skill, 67.03% on patient care, and 62.00% on health edu- cation. Conclusion The telephone interview survey can timely discover the deficiencies in nursing care and take appropriate ac- tion for improvement to provide better services for patients.

关 键 词：美容手术 电话回访 改进对策 

分 类 号：R197.32[医药卫生—卫生事业管理]