住院病人对护理服务质量满意度调查与分析

目的了解住院病人对护理服务质量的满意度情况,探讨提高护理服务质量的应对措施,以适应日益激烈的市场竞争形势。方法采用问卷调查法调查540例住院病人对护理人员护理服务质量满意度情况,内容包括入院教育、对病人态度、提供护理及时、病人感受、病房环境、操作水平、住院教育、出院前教育、护患沟通共9个方面。结果入院教育、护患沟通满意率均<90%,住院教育8项内容中5项满意率<95%、3项满意率>95%,其余各方面满意率均>95%。结论开展人性化护理服务,加强管理,提高护士健康教育能力,确保健康教育质量,并以娴熟的护理操作,良好的护患沟通,舒适的病房环境全面提高病人满意度。

Investigation and analysis on satisfaction degree of inpatients to nursing quality

Objective To study the way to improve nursing quality as to adapt the increasing needs of market competition by investigating the patients' satisfaction to nursing quality. Methods The data were collected by means of questionnaire, which included the following 9 items: hospitalization education, attitude to the patients, prompt nursing operation, patients' feelings, ward environment, nursing skill level, education in hospital and before discharge, and communication between nurses and patients. Results The satisfaction rate of hospitalization education and communication between nurses and patients were <90%, and the satisfaction of the education in hospital was ???. The satisfaction of the other items were all >95%. Conclusion Developing the human-based nursing service and strengthening management can enhance nurses' ability of health education as to ensure the quality of health education. Good communication between nurses and patients, skillful nursing operation and comfortable ward environment were all important to increase overall patients' satisfaction.