住院老年患者对医院服务质量的期望

目的了解老年住院患者在医疗环境、服务态度、服务质量、医疗信息和医疗费用等方面的期望,以期为提高医院老年患者服务质量的持续改进提供方向。方法 2012年12月至2013年1月,便利抽样法选取在华东医院住院治疗的年龄≥60岁的479名老年患者为研究对象,采用一般情况问卷和住院患者对医院服务质量的期望问卷对其进行调查。结果老年患者对服务总的期望,排第一的是服务态度(38.8%),其次是服务质量(25.9%)、医院环境(17.1%)、和医疗收费(11.3%),最后是医疗信息(5.0%)。不同性别、不同自理能力的老年患者其期望内容不同,差异有统计学意义(P0.05)。结论医院管理者应重视老年住院患者的期望、体验与感受,在服务态度方面予以更多的关怀与情感支持,并针对不同群体老年患者的期望提供有针对性的服务。

A Study on the Expectations of Hospitalized Elderly Patients on Hospital Services

Objective To understand the expectation of hospitalized elderly patients on the appearance of hospital,service attitude, service quality, medical information disclosure, medical cost, and so on, and to provide improving direction for better service to elderly patients. Methods By convenience sampling,a to- tal of 479 elderly patients were randomly selected to investigate their expectations towards hospital services by using general condition questionnaire.Results The data have been collected from 479 samples regarding hospital service expectaion which are listed from the most-expected to the least-expected as follows：service attitude （38.8%） ,service quality （25.9%） ,hospital settings（17.1%） ,reasonable charge （11.3%） and suffi- cient provision of medical information （5.0%）.The patients of both sex and different degrees of independ- ence in life differ in their expectation （P〈0.05）.Conclusion Nursing manager should give more emotional support , pay attention to the expectation, perception and experience of elderly patients, and provide specific services to them based on their own conditions.