精细化管理实施前后住院患者满意度调查研究

Investigation Inpatients Satisfaction of Delicacy Management Implemtnt Before and After

目的 通过发放住院患者满意度调查表,让住院患者真实地反映住院期间医院存在的服务不完善的情况。方法 护理部每月1次住院患者满意度调查,随机调查2013年8月-2013年12月和2014年8月-2014年12月临床科室住院患者558名和652名,应用住院患者满意度调查表,由非本科室护理人员发放到住院患者或家属手中,采用不记名填写、回收、统计出每月的满意度。结果 2014年比2013年总体满意度高,P〈0.05,差异不具有统计学意义。结论 精细化管理实施后在服务态度、基础护理质量、健康宣教、病房管理、技能操作、有效沟通等方面都有提高,满意度也相应提高。

Objective To extend the inpatient satisfaction questionnaire through, let patients during hospitalization, the real presence of hospital service is not perfect situation relfected. Methods The nursing department monthly inpatient satisfaction survey from August 2013 to December 2013 were investigated from August 2014 to December 2014 clinical departments in 558 hospitalized patients and 652 hospitalized patients satisfaction survey, the department of nursing staff sent to the hands of inpatients and their family members, with a complete recovery, statistics, monthly satisfaction. Results In 2014 than in 2013 overall satisfaction, P〈0.05,had difference statistically signiifcance. Conclusion After the implementation of fine management in the service attitude, quality, basic nursing, ward management, health education, effective communication skills can be improved, satisfaction increased accordingly.