基于信息化住院患者满意度测评体系构建的效果探讨  

Discussion on the effect of constructing a satisfaction evaluation system of the information-based inhospital patients

作　　者：张晨[1] 刘龙秀[1] 陈建玉[1] 王晓凤[1] 郭建军 ZHANG Chen;LIU Long-xiu;CHEN Jian-yu;WANG Xiao-feng;GUO Jian-jun(Department of Nursing,the First Affiliated Hospital of Nanjing Medical University,Nanjing 210029,China;Information Office,the First Affiliated Hospital of Nanjing Medical University,Nanjing 210029,China)

机构地区：[1]南京医科大学第一附属医院护理部,江苏南京210029 [2]南京医科大学第一附属医院信息处,江苏南京210029

出　　处：《现代医学》2019年第2期240-243,共4页Modern Medical Journal

摘　　要：目的:探讨信息化住院患者满意度测评体系的构建和应用效果。方法:某省级三级甲等医院2017年1月启用医院研发的信息化住院患者满意度测评体系,与传统电话回访的方式进行比较,分析两种满意度测评方式中患者参与测评率、人力和时间成本、患者对测评方式的感受度等方面的差异。结果:两种测评方式中护理人员月均花费的时间,患者的参与测评率,患者对调查方式、调查时机和问题反馈的感受度进行比较,差异均有统计学意义(P <0. 05)。患者对外部干预的感受度比较,差异无统计学意义(P> 0. 05)。结论:信息化住院患者满意度测评体系的构建和应用,实现了无纸化信息录入和对接,节约了医院的人力和时间成本;方便患者操作,增加了满意度测评的数量和范围;提高了管理效率,扩大了医院的影响力。Objective: To explore the effect of constructing Inpatient satisfaction evaluation system based on Information Technology. Methods: In January 2017,a provincial Grade 3 A hospital opened the information inpatient satisfaction evaluation system developed by the hospital,and compared it with the traditional telephone follow up. The rate of patient participation in the two kinds of methods.,differences in manpower and time costs,patients perception of the assessment style,etc were analyzed. Results: There were significant differences in the average time spent by nursing staff,the rate of patients participation in the evaluation,the way of investigation,the timing of investigation and the sensitivity of question feedback between the two methods( P < 0. 05). There was no significant difference in the sensitivity of patients to external intervention( P > 0. 05). Conclusion: The construction and application of information inpatient satisfaction evaluation system realizes paperless information input and docking,saves hospital manpower and time cost,facilitates patient operation,and increases the number and scope of satisfaction evaluation,as well as improve the efficiency of management and expand the influence of the hospital.

关 键 词：信息化 住院患者 满意度 测评体系 

分 类 号：R47[医药卫生—护理学]