三级综合医院不同岗位层级责任护士护理服务患者满意度调查  

Patients′satisfaction with services by duty nurses of different levels in general hospitals

作　　者：周红翠 王芳[1] 徐平[1] ZHOU Hongcui;WANG Fang;XU Ping(The Third People′s Hospital of Zigong,Zigong 643020,China)

机构地区：[1]自贡市第三人民医院,四川自贡643020

出　　处：《现代医院》2021年第9期1373-1375,1380,共4页Modern Hospitals

基　　金：自贡市卫生计生委2018年科研课题(自卫医政[2018]28号-31)。

摘　　要：目的分析患者对不同层级责任护士的护理服务满意度,找出各层级责任护士影响患者满意度的主要因素,了解岗位管理现状。方法选取我市3家三级综合医院300名责任护士所管患者作为调查对象,采取自行设计满意度问卷实施调查,分析患者对不同层级责任护士满意度结果。结果回收有效问卷281份,患者对不同层级责任护士护理服务平均满意度分值从高到低顺序为N_(2)、N_(4)级(N_(2)级与N_(4)级分值相同)>N_(1)级>N_(3)级>N_(0)级;对护理工作总体评价打分分值从高到低顺序为N_(4)级>N_(1)级>N_(2)级>N_(3)级>N_(0)级,两者调查结果基本一致,差异均有统计学意义(P<0.05)。结论患者对不同层级责任护士护理服务满意度未完全随岗位层级晋升而提高,N_(0)、N_(1)、N_(2)级均为病区管理能力维度得分最低;N_(3)、N_(4)级均为主动服务能力维度得分最低,且各层级对患者满意度的主要影响因素存在差异性。Objective To investigate the patients′satisfaction with nursing service of duty nurses of different levels so as to find out the main factors affecting patient satisfaction with their service and look into the current situations of management.Methods A total of 300 patients cared by duty nurses from three general hospitals in our city were selected as subjects to carry out a self-designed satisfaction questionnaire and analyze the results of patients′satisfaction with different levels of duty nurses.Results Two hundred and eighty one valid questionnaires were collected.The average satisfaction level of patients with the services by the duty nurses of different levels were ranked as N_(2),N_(4)(N_(2)and N_(4))>N_(1)>N_(3)>N_(0),and the overall evaluation of nursing work from high to low was N_(4)>N_(1)>N_(2)>N_(3)>N_(0),and the results from the two surveys were basically the same.The difference was statistically significant(P<0.05).Conclusion Patients′satisfaction with nursing service of duty nurses of different levels do not completely get higher with the promotion of position levels.The duty nurses of N_(0),N_(1)and N_(2)levels are lack of ability in ward management,and those of N_(3)and N_(4)levels lack of ability in active service.There are differences in the main influencing factors of patient satisfaction at different levels.

关 键 词：岗位管理 岗位培训 责任护士 患者满意度 影响因素 

分 类 号：R192.6[医药卫生—卫生事业管理] R47[医药卫生—公共卫生与预防医学]