住院患者满意度指标体系的构建

目的：构建与我国当前优质护理服务rT作和责任制整体护理模式相适应的住院患者满意度评价指标体系，为各级护理管理者横向或纵向比较护理服务质量提供科学参考依据。方法：在文献研究的基础上，采用目的抽样法对上海市4所和河南省郑州市5所“优质护理服务示范工程”重点联系医院的6名护理部主任、3名护理部副主任、10名责任护士和9名住院患者进行了半结构访谈，采用持续比较法进行资料分析，以SERVQUAL模型为理论基础，结合现行的优质护理服务工作质量评价标准，初步拟定了优质护理服务住院患者满意度指标体系：草案。然后采用德尔菲专家咨询法对上述医院不同管理层次的15名护理专家进行了三轮意见征询。结果：确定了由环境设施、‘争业技能、人文关怀、患者安全和综合评价5个一级指标、13个二级指标和44个三级指标构成的优质护理服务住院患者满意度指标体系，并确定了各级指标的权重。结论：本研究构建的优质护理服务住院患者满意度指标体系，紧扣当前优质护理服务和责任制整体护理模式的工作要求，为评价优质护理服务质量提供了科学的参考依据。

Development of an indicator system of inpatient satisfaction

Objective： To develop an indicator system of inpatient satisfaction with quality nursing care in the primary nursing care model, which can help nurse managers to evaluate the nursing service quality based on scientific evidence. Methods： Based on a literature review, semi-structured interviews were conducted with six directors and three vice-directors of nursing departments, ten primary nurses and nine inpatients from nine different hospitals with ＂high quality nursing service demonstration project＂ in Shanghai and in Zhengzhou, Henan Province. Constant comparative analysis was used for data analysis. Based on SERVQUAL model and nursing quality guidelines in China, a draft of an indicator system was constructed. Fifteen nurse managers of different administration levels were consulted about the draft for three rounds by using Delphi techniques. Results： The final indicator system was composed of five first class indicators, i.e., environment and facilities, technical competency, humanistic care, patient safety and comprehensive appraisal, 13 second class indicators and 44 third class indicators and their weights. Conclusion： The indictor system of inpatient satisfaction with quality nursing care is under the guidelines of＂high quality nursing service demonstration project＂ and is based on the primary nursing care model. It provides a scientific evidence for nurse managers to evaluate nursin~ service quality.