影响病人满意率的因素及对策

The factors affecting patients' satisfaction rate and the countermeasures

目的了解影响病人满意率的因素,提高病人满意度.方法由市护理质控中心设计的住院病人征求意见表,内容主要包括:服务态度,医疗技术水平,病区环境卫生,护士的介绍工作,护士长对病人的关心与否.由科护士长每月对10例病员或家属发放一次调查表.结果共发出120份征求意见表,回收120份.合格率92%,病人满意率92.5%～100%.结论根据影响病人满意率因素:服务态度,医疗技术水平,病区环境卫生,护士的介绍工作,护士长对病人的关心与否,采取相应措施:加强治疗前解释工作,减少病人痛苦,增强对病人的感情投资,改善生活设施,提高人文素养,提高医疗费用透明度,改进护士长人际关系及管理水平,可以提高病人满意率.

Objective To understand the factorsaffecting patients'satisfaction rate to increase their satisfaction.MethodsShanghai Nursing Quality Control Center designed a questionnaire for in-patients,which covered service attitude,medical technology,environ-mental hygiene in the ward areas,nurse'sintroduction of jobs,head nurse'sconcern about patients.Head nurse at the department handed out the questionnaire among10patientsevery month.Results120sheetswere sent out and all were collected.Statistical study showed the qualification rate reached92%and the satisfaction rate92.5%～100%.Conclusion In line with those factor affect-ing the satisfaction:service attitude,medical technology,environmental hygiene in the ward areas,nurse'sintroduction of jobs,head nurse'sconcern about patient,some pertinent countermeasureswere adopted such asstrengthening the explanation before treatment,relieving patients'pains,stressing emotional investment,improving life facilities,increasing humanistic quality,making medical feesmore open,promoting head nurse'sinterpersonal relationsand management level,all of which can increase the satisfaction rate from patients.