基层医院住院病人满意度分析对护理服务的影响

The Analysis and Countermeasures of Patient Satisfaction in Basic Hospital

目的探讨以病人需求为导向,提高住院病人满意度对持续改进护理服务的作用。方法采用住院病人满意度调查表,对2003-2004年我院住院病人进行调查,将单项调查结果进行分析、改进,并将调查结果与2002年进行比较。结果实施单项满意度分析后,找出与病人需要的差距,采取转变服务观念,强化健康教育,狠抓护理操作等一系列有效改进措施,使全院护士的主动服务意识、主动学习意识、法制意识大大增强,业务素质和操作技能得到有效强化,从而使全院住院病人平均满意率从2002年80.16%上升到2004年的95.45%,各单项平均满意度均有大幅度提高。结论建立在病人满意度调查基础上的单项满意度分析,能充分发挥患者满意度作为护理工作尺度的导向作用[1],并可通过一系列有效措施的落实,实现护理服务的持续改进。

Objective: To discuss the effect of improving inpatient satisfactory to better nursing service. Method: Using inpatient satisfaction questionnaire to investigate the inpatients from year 2003 to 2004, obtain the overall average satisfaction rate and single item average satisfaction rate, and compare with year 2002's results. Results: After carrying out single item satisfaction analysis, nursing managers found out the distance between nursing service and patient requirement and adopted corresponding measurement to change the service idea of nurses, to strengthen the supervision and inspection, and to provide follow-up service after discharge. These measures improved the nurses' active service consciousness, active study consciousness, legal concept, the service quality, and the operation skills. The average satisfaction rate rose up from 80.16% in 2002 to 95.45% in 2004, and every single item average satisfaction rate shot up. Conclusion: The analysis about single item satisfaction based on general patient satisfaction could become a guide of nursing service, and nursing managers could realize the continuous improvement of nursing service through a series of effective actions.