医护调度互相评价对院前急救病人及家属满意度的影响

Influence of medical dispatch mutual evaluation on satisfaction of pre-hospital emergency patients and their family members

[目的]通过医护调度相互评价,了解院前急救服务行为中存在的问题,进一步规范医护调度行为,提升院前急救质量,提高病人对医护调度行为的满意度,减少医患纠纷,增强院前急救工作的社会效益。[方法]采用问卷调查方式,对院前急救病人及家属对院前急救服务行为的满意度调查,再进行医生对护士满意度调查、护士对医生满意度调查、医护对调度满意度调查,结果汇总后进行反馈。[结果]改进前后病人对服务态度、出车速度、现场处理、院前与院内衔接的满意度有所提高。[结论]院前急救人员应定期进行客观的评价沟通,及时纠正工作中存在的问题,提高病人及家属的满意度,促进医患关系的和谐,提高院前急救质量和社会效益。

Objective.. Through medical dispatch mutual evaluation, to know about the questions existing in pre - hospital emergency services, to further standardize the medical dispatch behaviors, improve the quality of pre - hospital emergency, improve patients＇ satisfaction to medical dispatch be- haviors, reduce patient disputes, increase the social benefits of pre - hospi- tal emergency work. Methods： The satisfaction surveys in pre -hospital e- mergency patients and their families to the pre- hospital emergency serv- ice, doctors to nurses, nurses to doctors, doctors and nurses to dispatch were finished hv n^in ; ：.~rized ad feedback. Results. The patients＂ satisfaction to service attitude, out of the bus speed,on- site treatment and convergence of pre - hospital and hospital pre - hospital was improved. Conclusion. The pre - hospital e- mergency personnel should periodically conduct an objective assessment and communication, and promptly correct problems in the work to improve the satisfaction of patients and their families, and promote harmonious relations between doctors and patients, improve the quality and social bene- fits of pre- hospital emergency.