公共价值视阈下印象管理与护理满意度改进

Impression management and patient satisfaction from perspective of public value

目的研究自公共价值角度出发,印象管理方法的应用对患者满意度的提升效果。方法辨析公共价值的使用范围以及追求,明确印象管理理论及其在护理工作中使用的方法,依托其得出评价指标。组织人员培训,发放调查问卷,并对结果进行统计学分析。结果调查结果显示与应用前相比,接诊服务、病区管理、工作能力和愈后服务的满意度等4项指标满意度均有提升,结果比较差异具有统计学意义(P <0.05)。结论基于公共价值的印象管理有助于提高护理工作的患者满意度绩效水平。

Objective To study the effect of applying impression management from the perspective of public value in improving patient satisfaction. Methods The scope of application and pursuit of public value were analyzed, the theory of impression management and its application method in nursing was defined and based on which, the evaluation indexes were developed. Training was organized, questionnaire was distributed and statistical analysis was performed on the results. Results The survey results showed that the satisfaction towards admission service, ward management, working ability and post-treatment service after application of the impression management had been improved, and the results were statistically significant(P < 0.05). Conclusion Public value-based impression management can help improve the patient satisfaction towards nursing.