护理服务质量管理满意度的调查

Investigation of nursing service quality management satisfaction

目的探讨加强护理服务质量的临床应用价值。方法对在同一时间段的住院院病人、出院病人各160例同时发放满意度调查表,采用聘请社会监督员召开病员座谈会、电话调查等形式了解病人对护理工作满意度,将病人不满意的原因进行综合分析,责任落实到科室和个人,及时整改。结果 95%以上病人对护理工作满意或较满意。结论充分发挥护理服务质量满意度调查的管理效能,将以病人为中心落实在护理管理中,对促进护士理念与行为的变革起到事半功倍的效果。

Objective To explore the clinic application value of enhancing nursing quality.Methods We handed a satisfaction survey form to 160 in-patients and 160 discharged patients during the same period,and hired social supervisors to investigate how satisfied they were with our nursing work in the forms of workshops and telephone survey.Afterwards,we concentrated the reasons for patients＇ dissatisfaction together and made relevant analysis and assigned responsibilities to departments and individuals according to rectify and eliminate these reasons.Results Over 95% of the patients surveyed said they were satisfied or pretty satisfied with our nursing work.Conclusion We shall fully utilize managerial function of nursing service quality satisfaction survey to put patients at the center of our nursing work so as to transform the mentalities and actions of nurses in a more efficient way.