我院住院患者护理服务质量现况调查与分析

Investigation and analysis on the quality of nursing service in hospitalized patients

目的为掌握护理服务质量现况,针对护理工作中存在的不足,采取切实有效的改进措施,不断提高护理服务质量。方法采用横断面调查法,对某医院172名内、外科住院患者进行护理服务质量问卷调查。结果住院患者对护理服务质量满意度由高到低依次为:病房管理、服务态度、技术水平、健康宣教,护理质量总体水平较好,内、外科护理服务质量组间比较差异无统计学意义(P>0.05)。结论护理管理者必须重视护士的礼仪知识培训,规范护士的职业形象,增加护士的知识储备和人力配备,营造温馨的人文服务环境,将护理程序融会贯通,并应用于各项护理工作中。

Objective To determine the status of the quality of nursing service,and find out the problems,so as to take effective measures to improve the quality of nursing.Methods Using the cross-sectional study,172 patients in the department of internal medicine and the department of surgery from a hospital were investigated by using the self-designed questionnaire about the quality of nursing. Results The ranks of items which the hospitalized patients felt satisfied were as follows:ward management,nurses' service attitude and their level of techniques and health education.The overall quality of nursing was above quite good level.There was no significant difference between the department of internal medicine and the department of surgery (P>0.05).Conclusion Nursing administrators must pay close attention to the training of knowledge of nursing etiquette for nursing staff,standardize nurses' professional image,improve the nurses' professional knowledge and increase the number of nursing human resource,creat a warm and humanistic environment,understand and apply the nursing process skillfully in nursing work.