梅州地区综合医院护理服务满意度的调查与分析

Survey and Analysis on Nursing Service Satisfaction at General Hospital in Meizhou City

目的:通过对梅州地区二甲和三甲综合医院护理服务满意度的抽样调查,为进一步提高护理质量,规范护理工作和保障医疗护理安全提供理论参考。方法:从某二甲和三甲医院的内、外、妇产科抽取被试对象400例,其中二甲医院200例,三甲医院200例,均采用纽卡斯尔患者的护理服务满意度量表(NSNS)进行测评。结果:二甲和三甲综合医院在"当呼叫护士时他们到来的速度"、"护士巡视你的次数"、"护士向你解释问题的方式"、"护士对工作的态度"、"护士对你的尊重程度"、"护士保护你隐私的程度"、"护士知道你的需求"7个条目的测评结果上,比较差异无统计学意义(P>0.05),在其他12个条目的服务满意度测评结果,差异有统计学意义(P<0.05或<0.01),三甲医院得分高于二甲医院。结论:二甲医院要及时认识到护理服务的不足,不断改进护理管理的办法和手段,不断提高护理质量,为创建同级别的"优质服务示范医院"更好地体现护理人员的价值。

Objective：Through a sample survey of nursing service satisfaction of Meizhou city two-grade Class and three-grade Class A hospital,in order to further improve the quality of nursing care,to provide theoretical reference for nursing and medical care security.Method：400 cases of internal Medicine,surgery and obstetrics and Gynecology from a two-grade Class and three-grade Class A hospital were selected,including 200 cases of two-grade Class and threegrade Class A hospital respectively,Newcastle was used in patient care service satisfaction scale（NSNS） to questionnaire investigation.Result：Two-grade Class and three-grade Class A hospital in ＂when to call the nurse their arrival rate＂, ＂the nurse visits your times＂, ＂the nurse to explain to you the way＂, ＂the nurse attitude to work＂, ＂the nurse respect for you＂, ＂the nurse to protect your privacy degree＂, ＂the nurse know your needs＂ 7 purposes of evaluation results,no significant difference（P〉0.05）,in 12 other purposes of service satisfaction survey results were significant and very significant difference（P〈0.05 or 〈0.01）,threegrade Class A hospital scored were higher than two-grade Class A hospital.Conclusion：Two-grade Class A hospital in a timely manner to realize the lack of care,improve nursing management methods and means,constantly improve the quality of nursing,in order to create the same level of ＂quality service demonstration hospital＂ to better reflect the value of nursing staff.