护理工作满意度调查对改进护理服务的启示

目的通过问卷调查方式,调查住院患者对实施护理整改措施前后医院的环境设施、服务态度、服务质量、护理技术4个项目的满意度。方法2007年由医院调查小组,每月随机抽选1d,向全院19个科室发放《住院患者问卷调查表》,通过对上半年患者满意度调查的意见反馈提出整改措施,并在下半年的工作中实施。将上下半年的满意度调查资料进行比较,分别以满意、不满意两个等级进行统计。结果进行整改后,患者对前3项的满意度显著上升(χ~2=6.97、5.72、14.85,P<0.01、0.025、0. 005);第4项无明显变(χ~=2.64,P>0.05)。结论本调查提示开展相应的整改措施能提高患者对护理工作的满意度,有利于提高护理质量。

Enlightenment of nursing action satisfactory degree survey on improvement of nursing service

Objective Four items of satisfactory degree including environmental facilities,service attitude,service quality and nursing technology were surveyed for inpatients by applying questionnaire before and after rectification.Methods The investigation group of our hospital distributed 'questionnaire for inpatients' to 19 clinical departments once a month in 2007.Rectification meas- ures were introduced in the last half year according to the remarks about inpatients' satisfactory degree,and implemented in the next half year.The surveying data in the last and next half year was compared and analyzed with two grades (satisfaction and dissatis- faction).Results The formal 3 items of satisfactory degree were significantly improved after rectification.There wasn't significant change in the four item (nursing technology) before and after rectification (χ~2=2.64,P>0.05).Conclusion This investigation in- dicates that implementation of the corresponding rectification measures contributes to improvement of inpatients' satisfactory degree for nursing service and sublimation of care quality.