流程化沟通在患者满意度调查中的应用效果观察

The application of streamline communication in patient satisfaction survey

目的探讨运用流程化沟通模式对提高患者满意度的作用。方法 2016年,同一组调查志愿者流程化沟通培训前后对比,1月~6月为培训前,7月~12月为培训后,培训前后使用相同的患者满意度调查表,分别评价培训前后调查志愿者调查表认知情况,并分析培训前后的患者满意度调查结果。结果培训后志愿者在调查目的、对被调查者的尊重认识、选择调查时机的正确性、流程化沟通四个方面高于培训前;患者满意度调查结果:培训后患者的满意度、有效卷、表扬护士数均高于培训前,平均调查时间短于培训前,差异具有统计学意义(P<0.01)。结论流程化沟通模式能有效提高调查者对调查表的认知情况及患者调查的满意度,从而提高患者满意度调查的真实性。

Objective To explore the effectiveness of the patient satisfaction after using streamline communication mode survey.Methods In 2016, 6 volunteers were chosen as object and trained after june of 2016. The patient satisfaction survey was conducted to evaluate the training effect of that 6 volunteers by volunteer questionnaire and patient satisfaction.Results After the training, the numbers of Purpose of the survey, Respondents＇respect, Choose the correct timing of the investigation, and Process communication of the volunteers were higher than that before training.After training,the satisfaction rate （X2=27.953,P〈0.01） ,effective volume （X2=47.672,P〈0.01）, number of praised nurses （X2=337.287） and the average survey time （t=48.273,P〈0.001）were higher than those before training,P〈0.05,the difference was statistically significant.Conclusion The streamlined communication model can improve the reliability of patients＇satisfaction questionnaire and improve the validity of the investigation.