对5588例出院患者护理满意度的电话随访与分析

Analysis of nursing quality by questionnaires sent to 5588 discharged patients

目的:找出护理管理中的薄弱环节,更好地满足患者的需求。方法:对2004年1-8月出院的5588例患者电话随访其对住院期间的护理满意度和意见,并进行分析总结。均在患者出院1个月内进行电话追踪,在随访过程中由专职人员采用开放式的交流方法,随访内容包括治疗效果、病区环境以及与护理有关的病区管理、技术、服务态度、沟通、责任心、服务主动性和护士长管理水平等内容。结果:患者提出有关护理技术等意见共89件,归纳为病区管理混乱、护理技术差、服务态度生硬、护患沟通欠缺、不执行制度、责任心不强、主动服务意识差、护士长管理问题8大类。结论:随着医疗费用的不断增长,患者对住院环境、有效的护患沟通和人性化的服务要求也在不断增加。

Objective To find out the shortcomings of hospital management and to fulfill patients demands. Methods.. The authors sent questionnaire via phone calls to investigate their opinions in regard to nursing quality of nursing care during hospitalization of 5 588 patients who were discharged from January to August in 2004, All the questionnaires were sent to patients within 1 month of their discharge by professional staffs, and the contents consisted of treatment effect ,ward environment and ward management, nursing quality, service quality, communication ability, sense of responsibility, and initiative to serve and head nurse＇s administration ability, etc. Results：There were altogether 89 complaints and suggestions on nursing skill and others, and they were classified into 8 categories, conclusion： The result shows that with the ever-increasing medical costs, the patients are asking for better hospital environment ,more effective communication and humanized service as well.