精神病专科医院住院患者家属对护理服务满意度调查与分析

Patient's families satisfaction survey on nursing service in mental health hospital

目的:调查精神病专科医院住院患者家属对护理工作的评价,为护理质量改进提供依据。方法:采用分层、随机、整群的抽样方法,调查某所三级甲等精神病专科医院的住院患者家属共196例,采用自编修订后的《精神疾病患者家属护理满意度调查问卷》进行问卷调查。结果:护理人员的服务礼仪和护理技能得分最高,得分最低的是心理护理维度,影响住院舒适、心理护理、护理技能的因素分别为探望次数、文化程度、住院科室。结论:住院患者家属对护理服务总体及各维度的评价较高;应通过加强医院内涵建设和管理,注重患者家属更高层次的需求,提高病人家属的满意度;护理管理者应将满意度测评结果作为护理质量改进的指南。

Objectives： To understand the status of patient＇ s families＇ evaluation on nursing service in mental heahh hospital and give evidence to improve nursing quality. Methods： Stratified, randomized and cluster sampling method were used and 196 cases in one tertiary special mental health hospital was selected. Questionnaire was designed in accordance with questionnaire of patient families＇ satisfaction on nursing service. Results： The four-latitude service etiquette, hospitalization and comfortable, psychological care, nursing skills and total score. The highest score of the four domains were nursing etiquette and nursing skill, the lowest was that of mental nursing. The impact of patient comfort, psychological care, nursing skills factors were the number of visits, education and hospital departments. Conclusions： The overall evaluation and all dimensions of nursing service are relatively good in view of patient＇ s families. Hospital connotation construction and management is considered to he improved. The advanced demands of patient＇ s families are considered to be attended to promote patient＇ s families satisfaction. The result of nursing service satisfaction survey is to be a guidance of nursing service quality promotion.