乡镇卫生院住院病人护理服务满意度调查

A survey of satisfaction degree of patients toward nursing service in health centers of small towns

[目的]了解乡镇卫生院住院病人对护理服务满意度情况,制订有效的整改措施,提高护理服务质量。[方法]在镇江地区的7家乡镇卫生院2008年1月—2008年12月,每月各家乡镇卫生院选取30例住院病人进行问卷调查,有效问卷2580份。[结果]病人对护理人员的环境介绍、医生护士介绍、病区制度等入院介绍满意率较高(>90%);护理人员在操作熟练、病情观察、及时巡视发现病情方面满意率不尽如人意(<85%);用药指导、应急处理满意率较低(<80%)。[结论]应调动护士主动巡视病房的意识与积极性,加强专科知识和技能的培训,优化护理服务的工作流程,加强和病人的沟通,采取健康教育个性化的教育形式,以提高病人的满意度。

Objective： To know about the satisfaction degree of patients to ward nursing service in health centers of small towns,and to make out effective rectify and reform measures to enhance the quality of nursing service. Methods：Seven health centers of small towns in Zhengjiang area from January in 2008 to November in 2008,30 hospital inpatients were selected from every health center of small towns every month were investigated by filling out questionnaire. There were the effective questionnaire tables 2580 totally. Results. The satisfaction of patients on environment introduction,doctor and nurse introduction and admission introduction about ward rules was higher （〉90%） ;The satisfaction for nursing staff was not satisfying in basic nursing such as manipulation perfection, observation on illness condition of patients,visiting in time to find patient＇s condition（〈85%）. And the satisfaction toward medication directions, emergency treatment and special skill of nurses was poor （〈 80%）. Conclusion. One should stimulate nurses＇ consciousness and activity to visit the patients＇ rooms actively,strengthen trainings on special knowledge and skills, optimize work flow - sheet of nursing service,strengthen communication with patients,and adopt education style of health education individualization so as to enhance satisfaction degree of patlents.