期望值管理对心脏外科患者术后满意度干预效果研究  

Research on the intervention effect of expected value management on postoperative satisfaction of cardiac surgery patients

作　　者：赵铁夫[1] 王娜[1] 彭洁[1] 田雪迪 魏倩楠 马涵英[1] ZHAO Tiefu;WANG Na;PENG Jie;TIAN Xuedi;WEI Qiannan;MA Hanying(Beijing Anzhen Hospital,Capital Medical University,No.2,Anzhen Road,Chaoyang District,Beijing,100029,PRC)

机构地区：[1]首都医科大学附属北京安贞医院,北京市100029

出　　处：《中国医院》2021年第2期49-51,共3页Chinese Hospitals

基　　金：北京市社会科学基金资助项目(16JYB010)。

摘　　要：目的:探讨期望值管理对心脏外科患者术后满意度干预效果。方法:选择首都医科大学附属北京安贞医院心脏外科单一病房2018年1~12月行心脏外科手术患者382人,按照诊疗组医生在患者术前是否对其及家属进行期望值管理分为干预组和对照组。对照组患者术前由手术组医生常规签署《知情同意书》,干预组进行期望值管理。结果:术后1年门诊随访,干预组满意度得分高于对照组(P<0.05),副主任医师沟通后的患者满意度得分高于住院医师和主治医师(P<0.05),住院医师沟通时间短于主治医师和副主任医师(P<0.01)。结论:通过手术前对心脏外科患者进行有效的期望值管理,可以明显提高患者术后满意度。Objective:To explore the intervention effect of expectation management on postoperative satisfaction of cardiac surgery patients.Methods:From January 2018 to December 2018,382 patients in the single ward of cardiac surgery of Capital Medical University Affiliated to Beijing Anzhen Hospital were selected for cardiac surgery.According to whether the doctors in the diagnosis and treatment group manage the expectation value of patients and their families before the operation,they were divided into the intervention group and the control group.In the control group,the doctors in the operation group signed the informed consent before the operation,and the intervention group managed the expectation value.Results:After one year of outpatient follow-up,the satisfaction scores of the intervention group were higher than those of the control group(P<0.05),the satisfaction scores of the patients after the communication between the deputy chief physicians was higher than those of the residents and the chief physicians(P<0.05),and the communication time of the residents was shorter than that of the chief physicians and the deputy chief physicians(P<0.01).Conclusion:Through the effective expectation management of cardiac surgery patients before operation,the patients’satisfaction after the operation can be significantly improved.

关 键 词：期望值管理 患者满意度 心脏外科 

分 类 号：R197.3[医药卫生—卫生事业管理]