住院患者对护理服务满意度体验元素的定性研究  

A qualitative study on experience elements that cause patients ’ satisfaction with nursing service

作　　者：王冰花[1] 汪晖 黄海珊[2] 朱清华[3] WANG Binghua;WANG Hui;HUANG Haishan;ZHU Qinghua(Nursing Department,Tongji Hospital of Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,China;Department of Neurology,Tongji Hospital of Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,China;School of Nursing,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,China)

机构地区：[1]华中科技大学同济医学院附属同济医院护理部,武汉市430030 [2]华中科技大学同济医学院附属同济医院神经内科,武汉市430030 [3]华中科技大学同济医学院护理学院,武汉市430030

出　　处：《护理管理杂志》2019年第9期641-644,共4页Journal of Nursing Administration

摘　　要：目的从患者对护理服务的各种体验及需求中升华出影响患者满意度结局的过程元素,为进一步深化优质护理服务提供参考。方法采用目的抽样法,选取武汉市某三级甲等综合性医院中的24例成年住院患者进行半结构式深入访谈,应用Colaizzi7步分析法分析资料。结果住院患者对护理服务的感知与期许可升华归纳为5个体验元素:被关怀感、惊喜感、安全感、服务可及感和自我控制感。结论患者满意度由众多体验元素共同组成,从患者角度深刻认识这些体验元素有利于改进护理服务模式和方式,临床工作中应加大对患者的心理支持并重视患者参与,从而提升患者的"被关怀感"和"自我控制感"。Objective To sublime the elements that affect the outcomes of patient satisfaction from the experiences and need while receiving nursing services,so as to provide reference for further deepening quality nursing services.Methods A semi-structured in-depth interview was conducted in 24 adult inpatients of one 3A-level hospital in Wuhan.The Colaizzi phenomenological method was used to analyze the data.Results Experience and expectations among inpatients were summarized into 5 elements,that were being cared,surprise,security,service accessibility and self-control.Conclusion Patient satisfaction is influenced by many experience elements.A deep understanding of these experience elements from the perspective of patients is beneficial to improve service models and methods.Clinical staff should strengthen psychological support for patients and pay more attention to patient participation,that enhance patients' sense of being cared and self-control.

关 键 词：患者满意度 患者体验 护理服务 质性研究 

分 类 号：R47[医药卫生—护理学]