出院病人护理工作满意度调查研究

目的了解出院病人对护理工作的满意度，并为护理质量改进提供依据。方法分别对我院2008年1～12月、2009年1～9月的出院病人进行信函式满意度调查，运用我院服务中心自制的出院病人满意度调查表，通过对2008年1一12月出院病人满意度调查和分析，针对护理工作中存在的问题，提出改进措施。进行持续质量改进。结果2009年1～9月出院病人对护理工作较满意，病人时护理服务各维度的总体评价较高，与2008年相比，在操作解释、出院说明方面，满意度提高（P≤0．05），发药指导、入院宣教、护士态度评价也有提高（P〈0．01）。结论出院病人满意度调查可及时发现护理工作中存在的问题，以便加以改进，从而提高护理服务质量；同时激发了护士为病人服务的工作热情，和谐护患关系；提高病人的满意度和忠诚度，形成良好的服务优势。

Investigation of Satisfaction Degree for Nursing Care among Discharged Patients

Objective：To investigate the satisfaction degree for nursing care among discharged patients, and provide reference for improving nursing service. Method：Letters were sent to patients deischarged from Jan 2008 to Sep 2009 to investigate their satisfaction degree for nursing care during hospitalization, and a self- made questionnaire including 6 aspects of nursing care was employed to investigate and analyze patients＇ satisfaction degree who were hospitalized from Jan 2008 to Dec 2008, aiming to come up with imprvoing countermeasures based on corresponding disadvantages and promote the nursing care. Result： The satisfaction degree during Jan 2009 to Sep 2009 showed an increase compared with that of the year 2008, with a significant increase in procedure explanation, discharge instruction （P ≤ 0. 05）, and a dramatic increase in drug use direction, hospitalization instruction, and nursing service attitude{ P 〈 0.01 ）. Conclusion： The invsetigation helps to timely inform nursing staff of existing insufficiencies in nursing work for further improvement and increasing nursing service. Meanwhile, it arouses nursing staff＇s passion for nursing care, increases patients＇ satisfaction for nursing care,and improves the hospital service.