外籍住院病人对医护服务质量满意度调查

Investigation on degree of satisfaction among foreign-hospitalized patients to nursing service quality

目的了解外籍住院病人对医疗护理服务的需求,对医生、护士及医院环境的满意度。方法采用自行设计调查问卷,对北京某三甲医院20例外籍住院病人进行调查,得分进行编码统计,用SPSS软件进行频数和百分数的计算。结果对病人态度好,业务精悍,责任感强,对病人关怀,及时提供满足其需要的护理。病人住院期间获得良好的感觉;但语言有待提高,环境部分有待改善。结论对医生的质量、护士质量的满意度高于对环境的满意。影响满意度的主要原因与语言沟通能力有关,所以有提高医护人员外语沟通能力的必要。

Objective To conduct an investigation on the current medical service requirements of the foreign patients, and to find out the hospitalized patients＇ ratio of satisfaction towards doctors, nurses and the medical environments. Methods A total of 20 foreign patients were investigated by using self--designed questionnaire. The results were coded, and the frequency and the percent were calculated using SPSS, Results Based on the nice attitude towards thc patients, the competence and accountability caring for the patients, the nursing services promptly provided as needed, the patients had a pleasant feeling during the hospitalization. But the foreign language of nurses should be improved, and the envi- ronment must be improved. Conclusions The degree of satisfaction towards the service quality of doctors and nurse is higher than that towards the medical environment. The degree of satisfaction is also closely related to the level of using English language. Therefore it is necessary to improve the communication skills in English of doctors and nurses.