住院患者手术室服务体验调查研究

目的 探讨手术患者对手术室服务的期望与满意度.方法 以美国Schmitt战略体验模块为理论框架自制量表,采用整群随机抽样方式,于2013年10～12月对内江市某三甲医院接受手术治疗的200名住院患者进行手术室服务期望与满意度调查.结果 手术患者情感体验（3.86）、思考体验（3.86）分值较高,精神层面的服务需求成为主导需求;手术患者满意度整体呈现较高水平,满意度/期望度差值为负的条目为：“手术室氛围严谨、和谐,有安全感”（-0.08）,“手术室收费明确、合理”（-0.05）.结论 应加强手术患者情感管理,优化服务内涵,建立患者良性体验.

Study on Operating Room Service Experience of 200 Surgical Inpatients

Objective To investigate the surgical inpatients expectations and satisfaction of operating room services. Methods The rating scales were made based on American Schmitt Strategic Experiential Module, 200 surgical inpatients expectations and satisfaction on operating room service were evaluated using cluster random sampling between October and December 2013 in a top-grade hospital in Neijiang. Results Scores of feeling experience （3. 86） and thinking experience （3.86） were higher, demand for spiritual services were the dominant needs; surgical patients showed a higher level of overall satisfaction, negative difference between satisfaction and expectations entries included： ＂rigorous, harmony and a sense of security operating room atmosphere ＂ （-0.08）, ＂operating room fees are clear and reasonable＂ （-0. 05）. Conclusion It is needed to strengthen the emotional management of surgical patients; and optimized content services are needed to build positive patient experience.