病区护士长走动式管理提高患者满意度的效果研究

Effect observation of the management by walking around of head nurses on improving patients＇ satisfaction

目的探讨将走动式管理应用于护理管理中对提高患者满意度的效果。方法选择实施APN排班的9个病区，实施护士长走动式管理。比较实施走动式管理前后患者满意度。结果对护士长熟悉率在平均值（57.26%）以上的心内科、妇科、普外科、骨科、神经外科患者满意度比其他科室高（r=0.71，P〈0.05），患者满意度从实施前89.5%提高到92.8%，实施前后比较差异有统计学意义（χ2=1.86，P〈0.05）。结论患者对护士长熟悉程度较高的病区，其对护理工作满意度亦较高，实施护士长走动式管理有利于提高患者满意度。

Objective To explore the effect of management by walking around of head nurses on improving patients＇ satisfaction. Methods Totals of 9 wards which shifts arranged by APN were chose, and the management by walking around by nurse managers was implemented. Then, the satisfaction degree of patients was compared before and after the intervention. Results Patients with higher degree of familiarity with the nurse managers, their satisfaction degree was also higher, wards as cardiovascular, gynaecology, general surgery, orthopedics and neurosurgery which patients＇ average familiar rate with head nurses was 57.26% or above, their patients＇ satisfaction degree were significantly higher than that others （ r = 0. 71, P 〈 0.05 ）. After implemented the management by walking around, the patients＇ satisfaction degree was increased from 89.5% to 92.8% （t = 1.86, P 〈 0. 05 ）. Conclusions Management by walking around applied in nursing management can improve the patients＇ satisfaction degree.