肿瘤专科医院住院患者满意度分析与评价

Analysis and Evaluation of Satisfaction of Inpatients in a Cancer Hospital

[目的]对住院患者满意情况进行分析与评价,为进一步提高医院服务质量及患者满意度提供参考。[方法]参考国家卫生和计划生育委员会满意度调查问卷,对4140例肿瘤住院患者进行大样本问卷调查,并进行统计分析和评价。[结果]患者对我院总体满意度为96.50,其中最满意的5项指标是"操作前核对信息"、"护士巡视病房"、"操作前洗手消毒"、"护士呼叫及时处理"、"护士技术水平",最不满意的5项指标是"病房饮食"、"停车服务"、"卫生保洁"、"病房设施条件"、"陪护服务"。多因素分析结果提示,影响患者满意度得分因素除患者年龄、病情、预后等客观原因外,按影响程度排序依次为"病房饮食"、"停车服务"、"病房设施"、"卫生保洁"、"陪护服务"、"控烟管理"、"医生查看病情"、"医生解答问题"、"医生服务态度"、"医生技术水平"等。[结论]医院应在注重医疗质量和医疗服务,尤其是医生服务的基础上,加强后勤服务的持续改进。针对特殊人群,如年龄大、多次住院、病情重、预后差的晚期肿瘤患者,应注重人文关怀和心理疏导,提供更加人性化的服务。

[Purpose] To analyze the satisfaction degree of inpatients in a cancer hospital. [Methods]A patient satisfaction survey was conducted in 4140 patients admitted in a cancer hospital with a modified questionnaire based on the National Health and Family Planning Commission satisfaction questionnaire. The results obtained from the questionnaire survey were analyzed. [Results] The overall satisfaction degree was 96.50. ＂Information checking before operation＂,＂Nurse ward round＂,＂Hand washing before procedure＂,＂Nurse response timely＂,and ＂Nursing skill＂ were the best five indicators,while ＂Diet quality＂,＂Parking service＂,＂Ward sanitation＂,＂Ward facilities＂,and ＂Escort service＂ were the five most dissatisfied indicators. Multivariate analysis suggested that the factors affecting patient satisfaction included the age,disease condition,prognosis and other objective reasons of patients. In addition,the factors affecting the inpatient satisfaction in order were diet quality,parking service,ward facilities,ward sanitation,escort service,tobacco control,ward round by doctors,response the question by doctors,attitude of doctors,professional skill of doctors and others. [Conclusion] To improve quality of medical service in hospital it is also necessary to continuously strengthen logistics services,besides physician service. More humanistic care,psychological counseling and humanized service should be provided to special groups of patients such as the aged,repeatedly hospitalized,and advanced cancer patients with serious illness and poor prognosis.