优质护理服务示范工程对提高慢性肾脏病住院患者满意度的作用

Effects of High Quality Nursing Service Demonstration Project on Improving Satisfaction of Inpatients with Chronic Kidney Disease

目的探讨优质护理服务示范工程对提高慢性肾脏病住院患者满意度的作用。方法方便性抽样选择2010年4-11月入住某医院肾脏内科并确诊为慢性肾脏病患者230例为观察组,该组患者住院期间实施优质护理服务示范工程;以2009年5-12月同科住院的慢性肾脏病患者189例作为回顾性对照组,该组患者住院期间实施常规护理。比较两组患者出院时的住院满意度。结果优质护理服务示范工程开展后总体满意度由实施前的92%上升到99%(P<0.05),差异有统计学意义;在工作主动、健康宣教、沟通与交流、操作技术、规范服务方面两组相比,差异有统计学意义(P<0.05);结帐收费方面两组比较,差异无统计学意义(P>0.05)。结论开展优质护理服务示范工程有利于改善护患关系,提高患者满意度。

Objective To investigate the effect of high quality nursing service demonstration project on improving the satisfaction of hospital patients with chronic kidney disease.Methods A total of 230 inpatients with chronic kidney disease from April to November 2010 were selected as treatment group treated with high quality care service and 189 inpatients in the same department from May to December 2009 were selected as control group treated with the routine care.A comparison was conducted on the patients＇ satisfaction at discharge Results With the high quality nursing service demonstration project,the overall satisfaction rate rose from 92% to 99%（P0.05）,and there was a statistical significance（P0.05）.Significant improvements were also observed in work activity,health education,communication,operating technique,standard service in the treatment group,and there was also a statistical significance（P0.05）.However,there was no statistical significance in the bill charges between the two groups（P0.05）.Conclusion Implementation of high quality nursing service demonstration project contributes to improving the relationship between nurses and the patients,and elevate the patients＇ satisfaction.