门诊注射输液护理满意度评估及服务质量影响因素分析

Nursing satisfaction evaluation and service quality influence factor analysis of transfusion outpatient

目的：了解本院门诊注射输液护理服务满意度情况，为提高护理服务质量提供参考。方法从2011年1月至2013年9月每年选取本院门诊注射或静脉输液患者200例和100例患者家属进行护理满意度调查，其中2011年度调查问卷298份，2012年度297份，2013年297份。对护理服务质量满意度进行统计分析。结果2013年男性和女性满意度为58．43±2．17分和58．28±1．33分，均高于2011年度52．36±1．97分和52．87±1．19分（t＝4．82，5．06，P＜0．05）；年龄方面，＞60岁分数最高，30～60岁分数最低。＞60岁和30～60岁人群满意度分别为59．14±1．36分和56．86±1．34分，均高于2011年度（ P＜0．05）；门诊注射输液护理服务满意度平均分为56．75±1．82分，2013年平均分为57．66±1．08分，高于2011年54．08±1．29分（ P＜0．05）；各项评估结果由高到低依次为服务态度58．94±1．27分、用药的安全性58．88±2.13分、穿刺技术57．29±1．30分、消毒隔离质量56．36±1．26分、输液环境55．81±1．22分、定时巡视输液55．70±1．24分、健康宣教54．81±1．37分和输液等候时间49．73±1．18分。2013年在定时巡视输液、健康宣教和输液等候时间等方面分别为56．74±1．48分、57．13±1．44分和52．60±1．47分，均高于2011年和2012年（ P＜0．05）；2013年在穿刺技术方面为58．18±1．45，高于2011年（ P＜0．05）。结论门诊注射输液护理服务满意度主要输液等候时间、健康宣教和定时巡视输液等满意度较低，服务态度和用药的安全性满意度较低，需要进一步加强患者的关怀，加强与患者的沟通并进行健康教育工作。

Objective To explore the outpatient transfusion nursing service satisfaction in our hospital , and to provide reference for improving the quality of nursing service.Methods Two hundred patients and 100 family members were selected every year for outpatient injection or intravenous infusion from January in 2011 to September in 2013 in the hospital to carry out the nursing satisfaction survey, including 298 questionnaires in 2011, 297 in 2012 and 297 in 2013.The quality of nursing serv-ice satisfaction was analyzed statistically.Results In 2013, the satisfaction of male and female were 58.43 ±2.17 and 58.28 ±1.33, which were more than those in 2011 year 52.36 ±1.97 and 52.87 ±1.19 （t=4.82,5.06, P〈0.05）.Patients above 60 years old got the highest score and those of 30 to 60 years old got the lowest.The satisfaction of patients above 60 years old and 30 to 60 years old in 1913 were 59.14 ±1.36 and 56.86 ±1.34 respectively, higher than those of 2011（56.75 ±1.82） （P〈0.05）.The satisfaction average score was 57.66 ±1.08 in 2013, higher than that in 2011（54.08±1.29）（P〈0.05）.The assessment results were sorted from high to low as：the service attitude 58.94±1.27, the safety of medication 58.88 ±2.13, puncture technique 57.29 ±1.30, the quality of disinfection and isolation 56.36 ±1.26, infusion environment 55.81 ±1.22, regular inspection of transfusion 55.70 ±1.24, points of health education 54.81 ±1.37 and the transfusion waiting time 49.73 ±1.18.The satisfaction of regular inspection of transfusion, health education and transfusion waiting time in 2013 were 56.74 ± 1.48, 57.13 ±1.44 and 52.60 ±1.47, higher than those of 2011 and 2012 （P〈0.05）.The satisfaction of puncture technolo-gy in 2013 was 58.18 ±1.45, higher than that of 2011 （ P〈0.05）.Conclusion The problem of satisfaction in outpatient transfusion nursing service was mainly infusion waiting time, health education and regular inspection and the satisfaction of serv-ice attitude and medication safety were low, so we need to further strengthen the patients care, strengthen communication with pa-tients and health education .