特需门诊患者护理服务需求的调查及对策

Nursing Service Survey and Countermeasures for Outpatients in Special Consultation Clinic

目的了解不同层次特需门诊患者对护理服务的需求,从而采取针对性的措施,进一步优化特需门诊的服务流程,提升护理服务质量和患者满意度。方法采用方便抽样法选择2009年1月来特需门诊就诊的100例患者设为护理服务改进前组,自行设计调查问卷对其进行护理服务满意度调查,以了解其对护理服务的需求,并针对调查结果改进相关环节;选择2009年6月来特需门诊就诊的100例患者设为护理服务改进后组,采用同样的问卷进行调查。比较护理服务改进前后两组患者的满意度差异。结果护理服务改进后,患者对特需门诊的就诊环境、就诊流程、检查项目指导、保护个人隐私以及健康教育等服务项目满意的例数及百分率显著提高,不满意的例数及百分率显著降低,差异有统计学意义(均P<0.05)。结论温馨舒适的就诊环境是满足特需患者护理服务需求的关键,方便快捷的就诊流程是提高患者满意度的基本保证,针对检查项目而采取的指导、保护个人隐私和个性化的健康教育等人性化服务措施是满足特需门诊患者护理服务需求的重要手段。

Objective To comprehend the needs for nursing service for outpatients in special consultation clinic at different levels so as to take effective measures for optimizing the nursing service flow and improving the nursing quality and satisfaction.Methods A total of 100 outpatients for special consultation in January 2009 were assigned as the pre-improvement group investigated with a self-designed questionnaire on nursing service satisfaction to explore their nursing needs and correspongding countermeasures.Then another group of 100 outpatients for special consultation in June,2009 were assigned as the post-improvement group investigated using the same questionnaire survey.A comparison of satisfactions between the two groups was conducted before and after the improvement of nursing services.Results After the improvement of nursing services,the case number and percentage of satisfaction for the patients were significantly increased in the service items of treatment environment,treatment procedures,guidance for the examination programs,protection of personal privacy and health education;while a fall in case number and percentage of dissatisfaction was also observed.There was a significant difference between the two groups（P〈0.05）.Conclusion A clean and comfortable environment is the key factor to meet the requests of outpatients for special consultation and convenient consultation procedures are the basic guarantee to improve the quality of nursing services.Besides,special emphasis should be also attached to the guidance for examination programs,personal privacy protection and individualized health education in a full range of humanistic services for satisfying the needs of outpatients in clinic of special consultation.