基于住院患者体验的护理服务质量评价研究  

Research on Nursing Quality Evaluation Based on Inpatient Experience

作　　者：杨敬林[1] 郭静竹[1] 郭玉杰 王泠[1] 王琳[1] 柳琳璠 张旭光[1] 张俊[1] YANG Jing-lin;GUO Jing-zhu;GUO Yu-jie;WANG Ling;WANG Lin;LIU Lin-fan;ZHANG Xu-guang;ZHANG Jun(Peking University People's Hospital)

机构地区：[1]北京大学人民医院

出　　处：《医院管理论坛》2019年第9期41-43,共3页Hospital Management Forum

基　　金：北京大学人民医院研究与发展基金,编号:RDM2018-07

摘　　要：目的通过调查住院病人对医院护理工作的服务体验,反思医院护理管理工作中存在的问题,为进一步改进医院护理服务质量、提高患者就医体验提供依据。方法采用便利抽样方法,选取北京市某三级综合医院住院患者825人作为调查对象。对护理管理相关影响因素进行分析。结果患者对北京市某三级综合医院总体护理服务满意率较好。结论建议将患者体验数据作为“以患者为中心”护理服务的结果,利用PDCA等质量改善工具,通过内部优化或再造流程进一步提升护理服务质量。Objective By investigating inpatient experience with nursing care,the article aimed to reflect the weakness in nursing service in order to provide reference for improving nursing quality and patient medical experience.Method Convenient sampling was used to select 825 inpatients from a tertiary general hospital in Beijing as the research objects.The factors affecting the nursing management were analyzed.Results The patients were satisfied with the overall nursing care of a tertiary general hospital in Beijing.Conclusion It is recommended that patient experience data be used as the result of"patient-centered"nursing care,and that quality improvement tools such as PDCA be used to further improve nursing quality through internal optimization or reengineering processes.

关 键 词：公立医院 住院 护理服务 患者体验 质量 评价 

分 类 号：R197.3[医药卫生—卫生事业管理]