电话回访患者护理不满意因素分析与对策

目的：通过电话回访对导致患者不满意因素进行分析,探讨更好地为患者服务使患者满意的对策。方法：选取2005年和2007年在西安市第一医院住院后出院的患者各1000例,通过电话回访比较患者对护士及护士长工作满意度情况,并分析导致患者不满意诸多因素。结果：2007年患者对护士、护士长的满意度都明显优于2005年,但在不满意的具体内容上两年度无显著性差异。结论：培养护士掌握护患沟通技巧时从患者角度出发,遵从、珍视患者的不同生活经历,使患者身心满意;将热情服务贯穿护理的全过程;加强护士“三基”水平,提高护士技能;开展多种形式健康教育模式,满足不同层次患者需求;加强对实习生的管理;提高护士长管理水平。

The influencing factors of the patients'' dissatisfaction by telephone interview and strategies

Objective： This study aimed to analyze the influencing factors of the patients’ dissatisfaction by telephone interview so as to explore the strategies to im- prove the patients’ satisfaction. Method： 1 000 patients discharged in 2005 and 2007 were interviewed by telephone about the patients’ satisfaction on nurses’ and head nurses’ job. Results： The levels of satisfaction with nurses’ and head nurses’ job in 2007 were higher than those in 2005. But no significant differences existed in the detailed items. Conclusion： In order to improve the patients’ satisfaction, nurses should consider and respect patient individual living experiences, which could reflected in nurse communication skill training. It is important to initiate nurse passion throughout the whole nursing care and to increase the level of ＂Three Basic＂. In addition, the following strategies are suggested, such as developing multiple-ways in health education to meet patient different needs, enhance intern management and improve administrational level of head nurse.