对我院住院病人优质服务观点的动态调查及分析

Investigation and analysis on patients' perceptions of high-quality nursing service in hospitalized patients

目的探讨近几年我院住院病人对优质服务的观点及其变化。方法自行设计问卷,分别于1995年、1998年、2002年和2004年对我院住院病人进行调查。统计调查结果,并将住院病人对优质服务的观点进行纵向分析类比。结果我院病人在住院期间对优质服务的观点可归纳为4个方面:服务态度好、业务精湛、讲解疾病相关知识、对病人实施人文关怀。结论病人对优质服务的观点在近年逐渐发生转变,临床护理应加强人文关怀。

Objective To investigate hospitalized patients＇ ideas about high - quality nursing service and the change of the ideas. Methods A self- designed questionnaire was used to investigate the hospitalized patients＇ ideas about high - quality nursing service. Information was collected in 1995,1998,2002 and 2004 respectively. The data were analyzed and compared. Results The ideas of the hospitalized patients for the high - quality nursing service can be summarized in four aspects ： good service attitude, excellent professional capability,health education of diseases and humanistic care for patients. Conclusions The ideas of hospitalized patients for high - quality nursing service have changed. Humanistic care should be strengthened in clinical nursing practice.