电话回访出院患者不满意护理服务原因分析

目的了解2010年-2012年度出院患者对医院服务的满意度，对护理服务不满意原因进行分析，为提高医院整体满意度提供科学依据。方法对出院患者行电话回访，对3年来医院整体服务的满意度及护理服务不满意原因进行分析，并对调查结果按年度不同进行比较。结果3年来医院服务的整体满意度呈上升趋势，不同年度比较具有统计学意义（P〈0．05）；护理服务的满意度低于医疗及其它，不同年度比较均具有统计学意义（P〈0．05）；护理服务不满意的原因按不同年度比较，责任心、护理技术、出院指导3项具有统计学意义（P〈0．05）。结论电话回访是提高医院服务满意度的有效途径；责任心、护理技术、出院指导是影响护理服务满意度的主要因素，医院管理者应制定有效措施以提高护理满意度。

Reasons Analysis on the Dissatisfied for Nursing Services Among Discharged Patients by Telephone Follow-up

Objective To investigate the service satisfaction of patients discharged the hospital from 2010 to 2012, analyze the dis- satisfied reasons for nursing services, and provide scientific basis for improving the service satisfaction of the whole hospital.Methods To conduct telephone follow-up to discharged patients, analyze the satisfaction results of the patients and the dissatisfied reasons for nursing services, then compare the results of the survey in different years. Resuits The satisfaction to the hospital services of the patients shows a upward trend in the past three years, there is statistical significance in different years （P 〈 0.05 ）. The satisfaction of nursing service is lower than other medical service, there is statistical significance in different years （P 〈 0.05）. The dissatisfied reasons for nursing services in dif- ferent years are respectively responsibility, care technology and discharge guidance and had statistical significance （P 〈 0.05 ）. Conclusions Telephone follow-up is an effective way to improve the service satisfaction of discharged patients. The main factors that affect the satisfaction with nursing service are responsibility, care technology and discharge guide, and the hospital should develop effective measures to improve the nursing service satisfaction.