手术室病人满意度两种调查方法的比较

Comparison of Two Survey Methods of Satisfaction of Patients in Operating Room

目的对手术室病人满意度的调查方法进行分析比较,探索合理调查方式,以便真实、客观地反映手术室的服务情况。方法将医院2011年1～12月手术病人按照住院号的单、双数,分为问卷调查组和电话随访组。比较两组所需调查人员人次数、实际调查人数、满意度结果、服务意见收集情况。结果问卷调查组由巡回护士15人完成本次调查工作,电话随访组仅电话随访员1人即完成了本次调查工作。问卷调查组实际调查率36.01%,电话随访组实际调查率79.92%。电话随访组病人满意度低于问卷调查组(P<0.001);电话随访组收集服务意见多于问卷调查组(P<0.001)。结论电话随访调查法优于问卷调查法,它能更真实、客观地反映医院手术室的服务状况,具有收集意见多,节约人力、纸张等成本,调查样本大,调查范围更全面等优势。

Objectives To explore the survey methods of satisfaction of patients in the operating room. Methods The surgical patients were divided into questionnaire and telephone follow-up group according to the odd or even numbers of hos- pitalization number from January to December in 2011, respectively. Comparing the required number of investigators, the patient number of actual survey, satisfaction results, views of service collection in the two groups. Results 15 itinerant nurses completed investigation in the questionnaire group, while only one telephone visitor in the telephone follow-up group. The investigation rates were 36.01~ in the former and 79.92 ~//0 in the telephone follow-up group. Compared with the questionnaire group, patient satisfaction of the telephone follow-up group was lower （P^0. 001） and more service opin- ions were collected （P^0. 001）. Conclusions Telephone follow-up survey method is better than questionnaire, which is more realistically, objectively reflects service status in the hospital operating room, collects more comments and collecting opinions channel is better. In addition, tedephone follow-up survey method can save manpower, save paper and other costs, the survey sample is larger and more comprehensive.