实施人性化管理与护理服务对提高住院患者满意度的作用

Implementation of Humanistic Administration and Nursing Service in Upgrading Satisfaction Rate of Hospitalized Patients

目的探讨实施人性化管理与人性化护理服务对提高住院患者满意度的作用。方法选择2006年1-6月49个单元的出院患者进行满意度问卷调查,从中找出存在的问题;2006年7-12月加强护士的人性化管理及住院患者的人性化护理服务,并同期进行满意度问卷调查,将实施前后的相关资料进行比较分析。结果(1)实施前满意度得分为(97.62±1.22)分,实施后为(98.36±1.03)分,t=4.08,P<0.01;(2)以满意度得分≥95分为达标,实施前后不达标单元分别为26个和11个,χ2=6.49,P<0.05;(3)各项健康教育宣教次数在实施后均明显增多;(4)对满意度问卷表26项内容进行分析,其中有5项内容有明显提高(以各种形式交流沟通、静脉穿刺次数、主动关心出院相关事宜、主动调换或拔除静脉输液、对单元质量总体评价),P<0.05或<0.01。结论加强实施人性化管理与人性化护理服务,能通过增加健康教育宣教次数、加强护患交流等方面提高住院患者的满意度。

Objective To study the role of humanistic administration and nursing service in upgrading the satisfactory rate of hospitalized patients. Methods Discharged patients from 49 units were surveyed for the satisfactory rates from Jan 2006 to June 2006; the existing problems were found out. The humanistic administration of nurses and humanistic nursing service were applied during Jul to Dec 2006. Meanwhile, questionnaire survey was used to understand the satisfaction rate o f patients and the outcomes were compared before and after application of the humanistic measures. Results （1） The average satisfaction rate of patients increased from the first six months to last six months have been compared, with the result being 97.62 （pre-test）, 98. 36 （post-test）, t = 4.08, P d0.01. So the data were proved meaningful from（97.62＋1.22）before application to （98.36 ＋ 1.03）after application（ P〈 0.01）. （2） A satisfactory rate no less than 95 was taken as reaching the standard; the units failed to reach the standard decreased from 26 to 11 after application （ P 〈0. 05）. （3） The times of health education were obviously increased after application. （4） Analysis of the 26 items in satisfaction rate questionnaire showed that 5 items were significantly increased （communication via various kinds of ways, times of venous puncture, initiative to ask about discharge, initiative to replace or withdraw intravenous infusion,and overall evaluation of the unit quality） （ P 〈0. 05 or P 〈0. 01）. Conclusion Application of humanistic nursing administration and nursing service can increase the satisfactory rates of patients through increasing the times of health education and intensifying nurse-patient communication, etc.