护士工作负荷与护理服务满意度的相关性研究

Correlation Study between Nurses' Workload Level and Nursing Service Satisfaction

目的了解护士工作负荷与护理服务满意度现状,并探讨两者的相关性。方法 2015年,对某三级甲等医院的52个临床专科进行普查,调查统计该院1757名临床护士的岗位配置情况及2015年该院实际占用总床日数等各项数据,计算分析各专科的护士工作负荷,并统计该院2015年护理服务满意度15项指标的得分情况,进行两者的相关性分析。结果该院2015年护士工作负荷最大值为39.25,为儿科感染消化专科;最小值为2.90,为整形美容外科;中位数为7.37。护理服务满意度中,对责任护士自我介绍的满意度最高,中位数为99.08%。护士工作负荷与与病情观察、操作技术、健康指导、隐私保护、病房安静呈负相关(P<0.05或P<0.01)。结论护士工作负荷会对护理服务满意度的不同指标产生不同的影响。增加护理人力配备、关注临床薄弱环节,减轻护士辅助性工作负荷,可降低工作负荷对护理服务质量造成的影响。

Objective To explore the current status of nurses＇ workload and nursing service satisfaction, and discuss its correlationship. Methods The 52 clinical specialty departments were investigated and the position allocation status of 1757 clinical nurses and actual annual bed occupation in 2015 were analyzed. The workload and the score of 15 indexes in service satisfaction were collected and the correlationship be- tween them was analyzed. Results The maximum workload in 2015 was 39.25, which was in the pediatric digestion infection department. The minimum index was 2.90, which was in the plastics and aesthetic sur- gery, the median was 7.37. Among nursing service satisfaction, the satisfaction rate of primary nurses aw- erness ranked the highest, the median score was 99.08~. The case observation, technical skills, health guidance, privacy protection and quiet ward were negatively correlated with nurses＇ workload （P〈0.05 or P〈0.01）. Conclusions Nurses＇ workload could exert an different influence on the different indicators of service satisfaction. Increasing nursing staffs, focusing on clinical weaknesses and decreasing complementa- ry nursing workload was keys to avoid low level of service quality caused by excessive workload.