长春市三甲综合医院住院患者护理服务满意度现状及影响因素调查

Investigation of inpatients’ satisfaction status towards nursing service and influence factors analysis in general hospitals of Changchun

目的：了解长春市三甲综合医院住院患者护理服务满意度的现状及影响因素，探讨提高患者满意度的对策。方法采用分层整群随机抽样方法对长春市3家三甲综合医院280例住院患者的基本情况及对护理服务满意度情况进行调查研究。结果患者对护理服务的总体评价满意度为90．4％，其中性别、年龄、月收入为影响因素。对各条目进行分析，满意度最高的3个条目为尊重患者隐私和信息保密（96．4％）、护士仪表整洁端庄（95．7％）、及时发现并处理病情（94．6％）；满意度最低的3个条目为病房环境整洁舒适（73．6％）、获得疾病相关知识和健康教育（75．7％）、入院后护士提醒各种注意事项（77．9％）。结论依据患者的满意度情况，应主要从完善医院环境设施、提高护理服务能力和提高护理人员健康教育能力3个方面提出针对性的意见和建议。

Objective To investigate the current situation and influencing factors of nursing satisfaction in general hospital of Changchun city, so as to explore the effective measures to improve the inpatient care satisfaction.Methods A stratified random sampling method was used to study the satisfaction of nursing services of 280 hospitalized patients in three general hospitals, which mainly included the basic information of the patients and their satisfaction to nursing service.Results The overall satisfaction of patients to nursing service was 90.4%,of which the gender, age, monthly income were the influencing factors.On the analysis of each item, the three highest satisfactory items were respecting the privacy of patients （96.4%）, the nurses’ appearance （95.7%）, and detecting and dealing with changes in condition （94.6%）.The three lowest items were ward environment and hospital facilities （73.6%）, access to disease-related knowledge （75.7%）, and the nurse reminded all kinds of attentions after admission （77.9%）.Conclusions Based on the patients’ satisfaction, we should take targeted measures to improve the hospital environment facilities and infrastructure, and strengthen the capacity of nursing services and health education capacity.