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对住院患者优质护理服务期望的调查

Investigation of patients' expectations of high quality nursing

摘要:

目的 通过对住院患者进行对优质护理服务期望的调查,分析患者期望的优质护理服务,以便于推进落实“优质护理服务工程”.方法 采取问卷调查的方式对320例住院患者进行满意度调查,通过满意度调查及对护理服务的评价,总结患者对优质护理服务的期望.结果 护士在日常工作中的工作态度和基本护理操作得到广泛肯定,调查结果的满意度较高,患者认为护士态度和蔼的有286例(89.38%),认为护士对患者提出的问题耐心解答的有262例(81.88%),认为在患者围手术期和术后康复期热心护理的有269例(84.06%),认为能及时处理患者表现出的不良反应的有290例(90.63%),各项工作态度和基本护理操作满意度较高,而在护患交流沟通方面的满意度显得相对较低.无陪护护理的患者总体满意度较高.患者对护理服务满意度为99.64%,较未开展优质护理服务之前的住院患者满意度的94.17%显著提高,差异具有统计学意义(x2=59.15,P<0.01).结论 推行优质护理服务能切实满足患者的基本需求,与患者的期望有密切的相关性,能提高患者的满意度,减少护理纠纷和护理缺陷,有效减少医疗事故的发生.

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abstracts:

Objective To study the expectations of quality care of patients so as to promote the implemention of quality nursing project.Methods Totals 320 cases of patients between August and December 2011 were recruited and were conducted with the satisfaction and evaluation of nursing care,then analysed the expectations of quality care of patients.Results The work attitude and basic nursing operation of the nurses in the daily work were affirmed widely,and the satisfaction of the result of the survey was relatively high,286 casesof patients deemed nurses were affable,262 cases deemed that nurses could patiently answered their questions,269 cases deemed that nurses were enthusiastically working during perioperative and postoperative recovery period,290 cases deemed their adverse reactions were processed timely.Patients' satisfaction of nurses and patients communication was low,but the satisfaction of non-accompany nursing was higher.After implemented the quality care project,patients' satisfaction was improved from 94.17% to 99.64%,and the difference was statistically significant(x2 =59.15,P < 0.01 ).Conclusions The quality nursing project can meet the basic needs of patients,and patient expectations are closely correlated,satisfaction of patients could be improved,reduce the nursing disputes and defects and effectively reduce the medical malpractices.

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