我院临床护士对PIVAS服务满意度的调查分析

Investigation and Analysis of Clinical Nurses' Satisfactory Degree to PIVAS in Our Hospital

目的:为提高我院静脉用药调配中心(PIVAS)的服务质量提供参考。方法:自行设计满意度问卷调查表,就我院40个病区的临床护士对PIVAS提供的药学服务的满意度及相关影响因素进行调查和统计、分析。结果:共发放问卷280份,回收有效问卷271份,有效回收率为96.79%。受访护士对PIVAS服务的总体满意度较高[(4.31±0.89)分]。满意度得分排名前3的条目分别是"药品配置正确率""排列输液顺序合理性"和"打包药品数量准确率",得分分别为(4.57±0.70)、(4.56±0.73)和(4.50±0.76)分;满意度得分最低的3个条目分别是"电话接听及时性""临时医嘱送药及时性"和"临时医嘱配置服务时间",得分分别为(3.73±1.16)、(3.75±1.03)和(3.96±1.01)分。单因素和多因素分析结果显示,不同科室和年龄受访护士满意度得分差异有统计学意义(P<0.01),心血管内科和重症医学科的受访护士对服务效果维度的满意度得分最低,而20~29岁的受访护士对服务效果维度的满意度得分最高;不同性别、护龄、学历和职称受访护士满意度得分差异无统计学意义(P>0.05)。结论:我院临床护士对PIVAS服务总体满意度较理想,但对与临时医嘱配置相关服务的满意度低,且服务效果与护士的科室和年龄因素有一定关系。故有必要结合工作中的不足以及临床服务需求,针对性地加强管理,促进PIVAS服务质量的持续改进。

OBJECTIVE： To provide reference for improving the service quality of PIVAS in our hospital. METHODS： Satisfaction questionnaire was designed by us. The survey was conducted among clinical nurses from 40 wards of our hospital about their satisfactory degree to pharmaceutical care of PIVAS and related influential factors. The survey data were analyzed statistically. RESULTS： A total of 280 questionnaires were sent out, and 271 effective questionnaires were collected with effective recovery of 96.79%. The overall satisfaction degree of nurses to PIVAS services was higher [（4.31 ± 0.89） points]. The top 3 items were ＂drug admixture correction rate infusion order rationality＂ and ＂drug packing quantitative accuracy rate rate＂, scored （4.57± 0.70）, （4.56 ± 0.73） and （4.50± 0.76）, respectively; the last 3 items of satisfaction were ＂timeliness of telephone answering service＂ ＂timeliness of temporary medical orders＇ distribution＂ and ＂serviceable time for temporary medical orders＇ admixture＂, scored （3.73± 1.16）, （3.75± 1.03） and （3.96 ± 1.0l）, respectively. The univariate analysis and multivariate analysis showed that there were statistical differences in the satisfaction score among nurses with different ages from different departments（P〈0.01）. The nurses in cardiovascular medicine department and ICU showed lowest satisfaction on service effect, and the nurses aged 20-29 years old showed highest satisfaction on service effect. There was no statistical significance in satisfactory degree among nurses with different gender, nursing ages, education background and professional titles （P〉0.05）. CONCLUSIONS： The overall satisfaction of clinical nurses to PIVAS service is favorable. The items of temporary medical orders-related service score the lowest, and service effect is related to nurses＇ departments and age. It is necessary to combine the shortage of work and the demand of clinical services to strengthen the management and promote the continuous improvement of PIVAS service quality.