普外科门诊手术患者护理服务需求及满意度调查

Investigation on nursing service demand and satisfaction degree of operation patients in department of general surgery outpatient

目的调查分析普外科门诊手术患者对护理服务需求及满意度情况。方法采用便利抽样法,选择2017年7—12月就诊于同济大学附属东方医院普外科门诊的手术患者516例为研究对象。采用护理服务需求及满意度调查表进行调查分析。结果516例患者护理服务需求得分为(3.72±0.62)分,介于需要与一般之间;术前需求最高的是能知道手术等待的时间及手术所需时间,术中需求最高的是我不会感到疼痛及不舒服,术后需求最高的是回家后若有不舒服时,告诉我如何寻求帮助。护理满意度得分为(4.04±0.48)分,介于非常满意与满意之间,患者最不满意的是等待时间超过30min。不同年龄段患者手术前、术中、术后护理服务需求比较差异有统计学意义(P<0.05)。结论普外科门诊手术患者对护理服务需求是多方面的,手术室应与多科合作给予针对性的护理服务,以满足患者的需求。医院方面应不断优化患者就医流程,采取分时段预约的方法,缩短患者候诊时间,提高患者的满意度。

Objective To investigate and analyze the nursing service demand and satisfaction of the operation patients in department of general surgery outpatient. Methods A total of 516 operation patients were selected from the outpatient surgery in Eastern Hospital Affiliated to Tongji University from July to December 2017 were selected by convenience sampling method. Nursing service demand questionnaire and satisfaction questionnaire were applied in the investigation. Results The average score of demand for nursing services of 516 patients was (3.72±0.62), which was between need and general. The highest requirement before operation was to know the time of the operation and the time needed for the operation. The highest requirement during operation was that I would not feel pain and discomfort. The highest requirement after operation was to tell me how to seek help if I got home uncomfortable. The average score of nursing satisfaction was (4.04±0.48), which was between great satisfaction and satisfaction. The most unsatisfactory thing for patients is that the waiting time is more than 30 minutes. There were significant differences in the needs of pre-operative, intraoperative and post-operative nursing services among patients of different ages (P<0.05). Conclusions There are many demands for nursing services in outpatients in department of general surgery. Operating rooms should cooperate with multiple departments to provide targeted nursing services to meet the needs of patients. Hospitals should constantly optimize the process of patients' medical treatment, adopt the method of time-division appointment, shorten the waiting time of patients, and improve patients' satisfaction.