高校医院门诊输液室大学生患者满意度调查分析及对策

Patient Satisfaction Survey in Outpatient Infusion Room of University Hospital and Countermeasures

目的分析高校医院门诊输液室患者对护理工作的满意度,找出服务质量中的薄弱环节和关键指标并提出对策。方法运用自行设计问卷,对本院门诊输液室的300例患者进行调查。结果患者对人文关怀、健康教育方面满意度低;女性患者、慢性病患者满意度低,差异有统计学意义;护理工作量过大,患者的满意度降低。结论加强人文社会科学知识的学习,是提高患者满意度的前提;强化护士专业知识与技能培训,是提高患者满意度的关键;注重信息反馈和健康教育,是提高患者满意度的条件;按需合理的人员配置,是提高患者的满意度的基础,从而构建和谐的护患关系。

Objective To analyze the nursing satisfaction in outpatient infusion room of a university hospital, to identify weak links and key indicators of quality service and to propose solutions. Method A self-designed questionnaire was used to investigate 300 patients in the outpatient infusion room of our hospital. Results Patients had low satisfaction on humane care, health education, female patients and patients with chronic diseases had low satisfaction, with statistically significant difference; and patients had decreasing satisfaction on nursing workload. Conclusions To strengthen the knowledge of humanities and social sciences learning is the premise to improve patient satisfaction; to strengthen nursing knowledge and skills training is the key to improve patient satisfaction; to focus on information feedback and health education is the condition to improve patient satisfaction; required and reasonable staffing allocation is the basis to improve patient satisfaction, aoas to build a harmonious nurse-patient relationship.