随访调查出院病人满意度的分析

目的为了不断提升医护质量,延伸病人从医院到社会的服务空间,全面了解病人的健康状况、生活质量、以及对疾病知识的需求,全程了解病人对医院、医疗护理、医技等各方面意见。方法采用电话随访、信件随访现场满意度调查的方式,调查病人在整个住院过程中接受的医疗、护理等服务质量。结果发出信件1 200封,有效电话420人次,现场发放满意度调查表600份,对医院不满意的298人,占13.4%。反映各方面意见398条,统计学得出影响病人满意度的首要因素为服务态度,第2位为医生的责任心和护士的穿刺技术。结论服务态度是影响医院满意度的主要因素,过硬的技术和高度的责任心是病人对医护人员的期望,及时巡视病房、查房、健康宣教、耐心解释、交流,将护理程序融合贯通并应用于各项医疗护理工作中,营造温馨的人文服务环境,是提高病人满意度的措施。

Follow up and the inquiry of the discharged patients on the extent of satisfaction

Objective o upgrade the medical and nursing quality,extend the service space from hospital to society,and completely know the healthy status and living quality of patients,including patients' need for the knowledge of diseases.Another aim is to collect the proposals from patients,regarding the hospital,the medical treatments and the doctors,the nursing and the nurses,the medical techniques and etc.Methods The quality of the medical and nursing service that the patients received during the whole period at the hospital was inquired by calling the patients,sending out a follow-up letter to the patients,and by conducting on-spot-inquiry of the satisfaction.Results 1200 letters were sent out,420 effective telephones were called,and 600 copies of the questionnaire form for the satisfaction evaluation were given out on the spot.There were 298 persons who expressed their dissatisfaction with the hospital,accounting for 13.4%.In addition,398 proposals regarding various aspects were collected.Statistically,the main factor which affects the patients'evaluation on the hospital was the service attitude,followed by the responsibility sense of the doctors and the puncture techniques of the nurses.(Conclusions The) service attitude is the main factor for establishing the patiends' satisfaction.The good medical skills and the high responsibility sense are the patients' expectation for the doctors and the nurses.The way for increasing the degree of the patients' satisfaction lies in the followings.Firstly,it relates to going a round of the wards in time,conducting health education,and being bovine when making an explanation and taking a communication.Secondly,the nursing procedure should be mastered well and used in the various medical and nursing works.All these will create a good humanized service environment.