出院患者电话随访对护理工作的不满意因素分析

Factors Analysis of Discharged Patients' Nursing Dissatisfaction by Telephone Interview

目的探讨出院患者电话随访中对护理工作不满意的因素。方法分析2010年7月至2010年12月份全部出院患者的电话随访信息。结果 99.52%的患者对护理服务满意,意见或建议主要体现在服务态度、护患沟通、护理技术及巡视病房等方面,涉及到大部分临床科室及部分职能部门。结论护理人员只有重视病人在出院后的反馈,才能不断改进工作,提升护理质量。

Objective To explore the factors of discharged patients＇ nursing dissatisfaction by telephone interview. Methods The telephone interview data of all discharged patients in our hospital from July to December 2010 were analysed. Results 99.52% discharged patients were satisfied with the service attitude; the comments or suggestions mainly focused on nursing attitude and skills, communication between nurses and patients and ward visits, which were involved in most of clinical departments and parts of the functional departments.Conclusion Nursing staff can continuously improve the nursing quality by paying attention to the feedback of discharged patients.