人文关怀对改善住院患者体验的调查分析

Investigation and analysis of humanistic care on improving the experience of inpatients

目的了解人文关怀对改善住院患者体验的效果及影响因素。方法选择某三级甲等妇产儿童专科医院2015年6月和2016年6月的患者,对其进行第三方患者满意度调查。将2015年度调查结果中"住院患者满意度条目得分表"的服务项目进行分析,将得分低的项目采取相应的干预措施,对全院医务人员进行人文知识培训,完善健康教育指南,实施流程再造,开展优质护理服务等干预措施,并将2016年度调查结果与2015年进行比较分析。结果 2016年住院过程总体服务体验(89.94分)、排序前3位的"医疗技术水平""医德医风总体评价""医生的服务态度"的平均分[(94.64±0.14)分]高于2015年[85.25分,(90.86±1.53)分];排序后3位的"医院病房、病床环境(清洁、安静、安全)""医院中定餐和送餐服务""医院提供的饭食质量"的平均分[(89.25±9.21)分]比改进前[(78.64±2.40)分]亦提高,但医院环境排位与上年同期比较下降2位。结论物理环境等硬件条件对住院患者的体验产生重要影响,但人文关怀是改善住院患者体验与促进患者满意度提高的关键因素。

Objective To understand the effect and influencing factors of humanistic care on improving the experience of inpatients. Methods Patients were collected from a third grade class A women＇s and children＇s hospital in /une 2015 and lune 2016, and their satisfaction was investigated by a third party. The service items of Inpatients Satisfaction Item Score Table in 2015 were analyzed. Appropriate intervention measures were taken to low-score items, such as humanistic knowledge training to all medical staff, improvement health guidelines, implementation of recycling process, carrying out high quality nursing interventions, and so on. The patients satisfaction survey results in 2016 were compared with those of 2015. Results In 2016, the total satisfaction rate （89.94%）, and the average score of items ranked the top three （94.64_±0.14）, including the level of medical technology, medical ethics and the overall evaluation of doctor＇s professional ehtics, medical communication and service attitude, were higher than those of 2015 （85.25, 90.86±1.53）. The average score of items ranked the last three （89.25±9.21）, including hospital ward, hospital environment （clean, quiet and safe）, hospital meals and room service, and hospital food quality, was higher than that of 2015 （78.64±2.40）. However, compared with the same period in the last year, the rank of hospital environment fell by two places. Conclusions Hardware conditions like physical environment have an important impact on the experience of hospital patients. However, humanistic care is the key factor to improve the patients＇ inpatient experience and satisfaction.