社区患者对社区护士工作满意度的调查分析

Patients' Degree of Satisfaction to Community Nurses

目的调查社区患者对社区护士工作的满意度,分析影响满意度的原因,并提出合理化建议。方法采用自行设计的《社区患者护理满意度调查表》,对2011年10月—2012年6月就诊于石家庄市新华区的11所社区卫生服务机构的患者进行调查。调查内容包括社区护士的服务态度、健康教育、操作技术3大方面共17个项目,患者根据就诊期间的护理服务情况进行评价。结果共发放调查问卷1 100份,回收有效问卷1 000份,回收率为91%。社区患者对社区护士服务态度满意度为87.0%(870/1 000),对健康教育满意度为78.0%(780/1 000),对操作技术满意度为92.3%(923/1 000),3项满意度间差异有统计学意义(χ2=429.941,P<0.05)。服务态度7个分项中,社区患者对服务表情的满意度高,对处理问题的及时性满意度低;健康教育4个分项中,对各种操作检查相关知识和疾病预防知识的满意度高,对用药指导和饮食指导的满意度低;操作技术6个分项中,对各种操作查对的满意度高,对标本采集的满意度低(P<0.05)。结论社区患者对社区护士的服务态度及操作技术满意度尚可,对健康教育的满意度偏低;社区护士的健康教育能力成为影响患者满意度的重要因素,应强化相关教育培训。

Objective To investigate patients＇ degree of satisfaction to community nurses and analyze the reasons influ- encing degree of satisfaction, to put forward reasonable suggestions. Methods A self- made questionnaire for patients＇ degree of satisfaction to nurses was used to carry out an investigation in patients visiting the 11 community health service centers of Xinhua District from Oct. 2011 to June 2012. A total of 17 items including service attitude, health education, and operative technique were analyzed to evaluate nursing service status. Results A total of 1 100 questionnaires were distributed and 1 000 returned （91%）. The patients＇ degree of satisfaction for nurses＇ service attitude was 87.0% （870/1 000）, that for health education 78. 0% （780/1 000）, that for operative technique 92. 3% （923/1 000） , the difference was significant （χ2=429. 941, P 〈 0.05 ）. In the 7 sub - items of attitude, degree of satisfaction for emotional expression was high, that for timely problem dealing low. In sub - items of health education, degree of satisfaction for knowledge about operative examinations was high, that for diet guidance low. In 6 sub - items of operative technique, degree of satisfaction for operative examinations, that for specimen col- lection low （P 〈 0. 05）. Conclusion Patients＇ degree of satisfaction for nurses＇ attitude and operative technique is good, but that for health education is relatively low. Nurses＇ ability of health education is an important factor influencing patients＇ degree of satisfaction, which should be strengthened.