住院患者满意度调查对护理服务质量的影响

目的探讨以患者需求为导向,提高住院患者满意度,对护理服务质量持续改进的作用。方法采用住院患者满意度调查表,对2005～2006住院患者每季度调查1次,并将调查结果进行分析、讨论、改进,两年度进行比较。结果找出与患者需要的差距,采取转变护理服务理念、增强服务意识、狠抓业务培训、强化健康教育等一系列有效改进措施,从而使患者的平均满意度由2005年的95.7%上升到2006年98%。结论通过对患者满意度调查、分析,发挥满意度调查作为护理服务工作的导向作用,并可为管理者提供决策参考,有效促进护理服务质量的持续改进。

The Effect of the In-patient Satisfaction Degree Investigation of Nursing Care Quality

Objective To discuss effect of increasing hospital patients satisfaction degree in nursing quality continually in the guide of patients'requirements.Methods To investigate the in-patient from 2005-2006 every season by the questionnaire of in-patient satisfaction degree and analyse,discuss,compare and improve the result of investigation.Results Find patients' requirement difference,a series of measures was taken such as changing serving conception,improving serving consciousness,strengthening quality care training,and consolidating health education so that satisfaction degree of in-patients increased from 95.7%(2005) to 98%(2006).Conclusion Patients satisfaction as yardstick for nursing work plays a part in guiding by investigating and analyzing the satisfaction degree.Meanwhile,it can provide the manager with reference of decision-making and effectively accelerate nursing quality improvement continually.