北京市三级甲等综合医院住院病人对护理服务满意度的影响因素研究

Research of influencing factors of inpatient satisfaction with nursing care in 3A-level general hospitals in Beijing

目的探讨影响住院病人对护理服务满意度的因素。方法采用多阶段抽样的方法选取北京市4所三级甲等综合医院的1 496例病人,进行护理服务满意度测量;采用自行设计的问卷调查护理人力配置和病区工作量情况。结果病人对护理服务满意度得分为(79.25±15.48)分;多元线性回归分析结果显示,病区中手术量和床位使用率影响病人对护理服务的满意度,解释总变异的28%。结论根据病区工作量合理配置护理人力,对护理人员进行分层使用有利于护理队伍可持续发展,是为病人提供优质服务从而达到病人满意的保障。

Objective To explore the influencing factors of inpatient satisfaction with nursing care. Method Multistage sampling was applied to recruit 1 496 inpatients in four 3A - level general hospitals in Beijing to assess patient satisfaction with nursing care. A self - designed questionnaire was used to investigate the status of nurse staffing and the workload in wards. Results The score of satisfaction was （ 79.25 ±15.48 ）. The results of multiple linear regression showed that the usage percentage of beds and the amount of operations in wards influenced the satisfaction, which explained 28% of the variance. Conclusion In order to meet patients＇needs and to improve the nursing quality,nurse staffing should be based on the workload and nurse grading management should be implemented.