非医疗过程人文关爱对住院患者满意度的影响

The impact on inpatient satisfaction afte r the intervention of humanistic caring in non-medical progress

目的探讨住院患者出入院人文关爱干预后对患者满意度的影响。方法选取我院呼吸肿瘤科2014年12月1日～2015年1月1日住院治疗的患者112例作为研究对象。入院顺序尾号奇数的患者为研究组（人文关爱组）;尾号偶数为对照组,对研究组进行出院、入院人文关爱干预,对照组无人文关爱干预,出院10 d后进行电话问卷调查,比较两组满意度情况。结果研究组患者经过出入院的人文关爱后,其对医院的信任感增加[（2.13±0.69）vs（3.70±0.91）],恐惧感减轻[（1.94±0.61）vs（3.68±0.65）]、孤独感减轻[（1.59±0.52）vs（3.51±0.73）]、焦虑感减轻[（2.11±0.62）vs（3.64±0.65）],健康知识[（2.03±0.64）vs（3.93±0.51）]、服务态度[（2.52±0.71）vs（3.79±0.63）]和沟通充分[（9.91±3.12）vs（17.16±4.03）]的满意度增加,且两组比较,差异均有统计学意义（P〈0.05）。研究组和对照组满意度分布情况比较,研究组满意度（96.16%）高于对照组（71.70%）,差异有统计学意义（P〈0.05）。结论对住院患者进行出入院人文关爱干预后,患者的满意度提高。

Objective To investigate the impact on inpatients＇ satisfaction after the intervention of humanistic caring when patients leave and enter hospital.Methods 112 patients which entered respiratory tumor sections in our hospital from December 2014 to January 2015 were enrolled in this study.Patients were divided into A,B two groups according admission order：Group A was humanistic caring group,group B was control group.The patients of group A were intervened of humanistic caring when patients left and entered hospital.The patients of group B were not intervened of humanistic caring.All patients were surveyed by telephone,compared the satisfaction between group A and group B.Results After humanistic caring of group A,their sense of trust in the hospital was increased[（2.13±0.69） vs（3.70±0.91）],fear[（1.94±0.61） vs（3.68±0.65）],loneliness[（1.59±0.52） vs（3.51±0.73）] and anxiety[（2.11±0.62） vs（3.64±0.65）]were decreased,the satisfaction of health knowledge[（2.03±0.64） vs（3.93±0.51）],attitude [（2.52±0.71） vs（3.79±0.63）]and fully communication[（9.91±3.12） vs（17.16±4.03）] were increased（P〈0.05）.To compare the distribution of satisfaction for group A and group B,it shows that the rate of group A（96.16%） was higher than group B（71.70%）,and the difference was statistically significant（P〈0.05）.Conclusion The rate of satisfaction in patients increased with the intervention of humanistic caring,which cover the whole process of admission and discharge.