从第三方测评结果分析影响肿瘤住院患者服务满意度的因素

Influence factors analysis of tumor inpatient satisfaction with service based on the third party evaluation results

目的通过第三方测评机构了解影响住院患者对护理服务满意度的因素并对其原因进行分析,采取相应的措施,提高服务水平和护理质量。方法对2011年10月第三方满意度测评结果各病区护理服务满意度平均分未达高满意度水平进行分析,发现肿瘤住院患者健康指导、入院介绍、呼叫帮助的满意度得分较低,是影响住院患者满意度整体得分不高的主要原因,对其进行原因分析,制定整改措施和对策。结果 1年后,2012年10月肿瘤住院患者的满意度各病区满意度平均分由实施前的(83.5±1.50)分提高到(88.6±2.40)分(P<0.001),入院介绍满意度得分由实施前(80.99±5.50)分提高到(87.00±5.30)分(P<0.001);健康指导满意度得分由实施前(81.71±5.60)分提高到(85.60±5.50)分(P<0.001),呼叫帮助满意度得分由实施前(81.30±5.30)分提高到(86.20±5.70)分(P<0.001)。结论强化护理人员培训、开展多样化的健康教育方式、促进护患沟通和护士主动服务等措施能有效提高肿瘤住院患者护理服务的满意度。

[Objective ] To get the influence factors about inpatients satisfaction with nursing services, improve the level and qualty 0f nurskng services through the third party.[ Methods ] The third party evaluation results were analyzed in October 2011, which not reached the high satisfaction level. To find out that the health guidance, ad- mission instruction and aid for call get the low grade, they are the main reasons that affect the patient satisfaction, analyses the reasons then make rectification measures and countermeasures. [Results] After a year, the average grade of inpati^nt satisfaction in October 2012 was improved from （80.99_±5.50） to （88.6_±2.40）（P 〈0.001）, the grade of admission instruction satisfaction was from （80.99±5.50） to （87.00±5.30）（P 〈0.001）, the grade of health guidance satisfaetion was from （81.71±5.60） to （85.60±5.50）（P 〈0.001）, the grade of aid for call was from （81.30±5.30） to （86.20±5.70）（P 〈0.001）. [ Conclusion] Strengthening nursing training and various health education mode, improving the communication between nurse and patient could improve the hospital patient satisfaction with nursing service.