医院门诊病人对护理工作满意度评价

Investigation on outpatients' satisfaction with hospital nursing

目的 :了解门诊病人对医院护理工作的满意度 ,为制定护理服务对策提供依据。方法 :两阶段分层整群抽样方法确定调查对象 ,采用问卷调查 ,调查员追踪询问门诊病人 ,共调查 1914人。结果 :调查对象应答率 99 3%。门诊病人对护理工作总体评价较高 ,满意率高于 95 0 %。但对就诊环境、护理设备、侯诊秩序及候诊时间的满意度低于对护理服务态度、护理技术操作的满意度。对护理工作中尚不满意的问题主要是设备条件差、就诊环境差与候诊等待时间较长。结论 :坚持“以病人为中心 ,以顾客满意为目标”的服务宗旨 ,继续强化质量第一和优质服务观念 ;重视护理设备建设 ;合理配备护理人员 。

Objective:To have an knowledge of the outpatients' satisfaction with hospital nursing in order to provide the bases for further reforming of the hospital nursing.Method:Interviewer-aministered questionnaires were used among outpatients being diagnosed and treated.The responsive rate of them was 99.3%.Results:It showed that the overall satisfaction rate of different contents under investigation,among which the satisfaction rates of outpatients at nursing equipments and the environments were lower than those at the nurses' techniques and nursing services.Concluston:Hospitals should try their best to perfect the nursing quality,improve the idea of nursing service,attach great importance to the renewal of nursing equipments and the supplies of nursing stafts of high quality in order to ensure the nursing quality and to increase the outpatients' satisfaction.