出院病人护理工作满意度调查研究.pdf

nullnull2342010M8SDChineseMedicalEthicsVo.l23No.4Aug.2010出院病人护理工作满意度调查研究邱瑞娟1,林小丽2,夏null萍3,袁秀琴3(1null8D,nullnull510120；2null8D=s5S,nullnull510105；3null8Dh,nullnull510120)nullK1null了解出院病人对护理工作的满意度,并为护理质量改进提供依据bZEnull分别对我院2008年112月a2009年19月的出院病人进行信函式满意度调查,运用我院服务中心自制的出院病人满意度调查表,通过对2008年112月出院病人满意度调查和分析,针对护理工作中存在的问题,提出改进措施b进行持续质量改进bTnull2009年19月出院病人对护理工作较满意,病人对护理服务各维度的总体评价较高,与2008年相比,在操作解释a出院说明方面,满意度提高(P!0.05),发药指导a入院宣教a护士态度评价也有提高(P0.01)bnull出院病人满意度调查可及时发现护理工作中存在的问题,以便加以改进,从而提高护理服务质量；同时激发了护士为病人服务的工作热情,和谐护患关系；提高病人的满意度和忠诚度,形成良好的服务优势bnull1oM出院病人；护理工作；病人满意度；护理质量；服务优势nullms|R47nullnullnullnullDSMAnullnullnullnullcI|1001-8565(2010)04-0112-03InvestigationofSatisfactionDegreeforNursingCareamongDischargedPatientsQIURui-juan1,LINXiao-li2,XIAPing3,YUANXiu-qin3(1nullTheNursingDepartment,GuangdongProvincialHospitalofTCM,Guangzhou510120,China；2nullCardiovascularDepartment,ErshadaoBranchofGuangdongProvincialHospitalofTCM,Guangzhou510105,China；3nullPatientsServiceCentreofGuangdongProvincialHospitalofTCM,Guangzhou510120,China)Abstract:Objective:Toinvestigatethesatisfactiondegreefornursingcareamongdischargedpatients,andprovidereferenceforimprovingnursingservice.Method:LettersweresenttopatientsdeischargedfromJan2008toSep2009toinvestigatetheirsatisfactiondegreefornursingcareduringhospitalization,andaself-madequestionnaireincluding6aspectsofnursingcarewasemployedtoinvestigateandanalyzepatientssatisfactiondegreewhowerehospitalizedfromJan2008toDec2008,aimingtocomeupwithimprvoingcountermeasuresbasedoncorrespondingdisadvantagesandpromotethenursingcare.Resul:tThesatisfactiondegreeduringJan2009toSep2009showedanincreasecomparedwiththatoftheyear2008,withasignificantincreaseinprocedureexplanation,dischargeinstruction(P!0.05),andadramaticincreaseindrugusedirection,hospitalizationinstruction,andnursingserviceattitude(P0.01).Conclusion:Theinvsetigationhelpstotimelyinformnursingstaffofexistinginsufficienciesinnursingworkforfurtherimprovementandincreasingnursingservice.Meanwhile,itarousesnursingstaffspassionfornursingcare,increasespatientssatisfactionfornursingcare,andimprovesthehospitalservice.Keywords:DischargedPatients；NursingCare；PatientsSatisfactionDegree；NursingQuality；AdvantageofServicenullnullhNTKZ4aKNbB1Shib1hiYV|?Qhs,V7r,4ib28D=s2008M112a2009M19hfT,hTNi4Gb1nullZE1.1null调查对象42008M112,1Q,lr686z；42009M192Q,lr351z,FM-aYaZ(Asb1.2null研究方法E,8D$1!9b3sF:D(M-aYa),(D3aVaD/a)20H,8if5Hb#V6H:#P.H,VP#H)(e)；V?0HW%ZEiY(?0)；%VT-_diY(Td)；&V?,W%5D3?ciY()；-,V_iY#M1YR()；(VTMa)112)nulln,:hTif(V)bHAsZTLikerts,iaiaBaiai,)GQ5a4a3a2a1sb1.3null问卷信度h5hYV?hiV,if,DTlq,A,?AE,VLb1.4统计学处理应用spssl1.5软件进行数据统计分析2nullT(nV1a2a3)V1null2008M112hTif(Likert5)VE)nullis1(%)nullis1(%)nullBs1(%)nullis1(%)nullis1(%)52576.513720.0111.610.100?051074.314721.4233.410.100Td45666.516824.5284.140.610.147569.216123.5345.020.30050373.314421.0273.940.630.4V52776.812918.8162.310.100V2null2009M19hTif(Likert5)VE)nullis1(%)nullis1(%)nullBs1(%)nullis1(%)nullis1(%)27578.356618.8041.140000?028079.775816.52102.850000Td25372.087822.22123.4230.850027277.496117.38143.99000026976.646518.52123.4210.2810.28V29182.915114.5361.710000V3null2008M2009MV1)(MeanSD)?0(MeanSD)Td(MeanSD)(MeanSD)(MeanSD)V(MeanSD)2008M1124.730.514.650.574.590.644.550.644.620.674.690.542009M194.790.444.780.484.680.584.740.524.720.574.820.43t-1.45-3.22-1.98-4.29-2.15-3.45p0.150.000.050.000.030.003nulls3.1null出院病人满意度调查情况VV1VA,hTi98N,sY)98.2%a?099.2%aTd95.8%a98%a99.2%aV98%,HLikertsAsZT)a?0aVZsYi0.1%,0.3%i,TdaisY0.6%aisY0.1%0.4%,?hX,1?Fb3.2null改进措施3.2.1null)bLnPnn3,10=PN,s=),1530sjhBQbSi?xT*,T,Fhj,Brb3.2.2null?0bhBQ?00a70H(_hW%0TaTa0ZE#iYb3.2.3nullTdbTHSC,sYSYl0aTST,ZLhrY,FVSTiY,4VS/?,iL)S(55V-F-V)b3.2.4nullbHL+=Q,TbnQ:Lnn3,hEs=,=1D(,NPZE,?b5#D)；=Q:?,55VF3,=SrBb3.2.5nullbL+,T,B55V7S-；=-B?F_h1iYg,iF；?#iYb3.2.6nullVbM4Q,iM,+BMh,QiM,?S,Lnnan3,S+h1Ln1oHYn,I,4,XBMEhp,Tb)113)nullSnullDnullnullnullnull4null)4.1null应用出院病人满意度测评信息,持续改进服务质量,提高病人满意度YV?fZTVPh|WLsQ,hiTZ4L,1ZT$nbhiD58,Lzh1b3yN,TDM1?,hD/iv,sN,iF,?Db2008Mhi,?CVa)a?0aVaTdaZii,?hX,1?FbYV6Zn,2009M1998ir98.86%,2008M2009MV1,?0aTdaaaVZ,FsAil(p0.05p0.05)b4.2null病人出院满意度调查调动了护士工作的积极性,提高了护理服务质量D|T,5FVs),iF,Y5Y,1&T,hib+M,YV1ahKiV,+1hD,a+1hz,zrb2008M,s16Q$hKiV,3；2009M,hKiV22,3bt,?VhTfbhi46,y1,PDzrm6rmb4.3null融洽护患关系,提高病人的满意度与忠诚度,形成良好的服务优势YV8m,7/B*L?S,hV7b?S$,aa,YVBPhDhq9F,46hb,=s2008M95020,=Qq28.43%；2009M95845,=Qq37.09%btAU,hM4,=QhDD#VUMibnullID1null刘冬梅,刘世晴.信函式出院病人满意度调查对临床护理服务质量的影响J.全科护理,2009,7(8):724-725.2null焦静,刘华平,郭燕红.华北地区住院病人对护理工作满意度调查研究J.护理研究,2008,22(7):1714-1715.3null辛莉莉,崔琳,陈锋.住院病人满意度评价信息管理系统的构建J.齐鲁医学杂志,2008,23(6):554.nullTen(1964-),o,ka_aNEa4r,s/*emO,B5,B?rs),4LHPDt%EE,Dx,9DTD&,V?hD9b4.7null打击医闹行为,加大违法私力救济成本yraNpY,ZpELCH,91uD9,FvE6,?D9CWbD9Q.S5)E/E,V?Q.SE/bD-iVpDY#,(YD9byN1D9u,+Y|mD9,SE1D9E,*tDTA,iYVEo%5bFvZE6B,hm9DZmbnullID1null徐昕.论私力救济.M北京:中国政法大学出版社,2005:215.2null韩学军.完善医患纠纷调解构建和谐社会J.政府法制,2007,(5):35.3null顾培东.社会冲突与诉讼机制M.北京:法律出版社,2004:39.4null李林.探索化解医疗争议的新途径)论医疗争议仲裁制度的设立J.中国卫生法制.2007,15(1):42-43.5null郭嘉利.关于医疗事故赔偿的财务会计探讨J.会计之友,2005,(11):28.6null李书