CAJ | 학술논문

目的调查优质护理服务对某二级综合医院住院患者满意度的影响,为提高护理服务质量提供依据.方法以分层随机抽样的方式,采用患者满意度调查表对2010年5月至2012年8月968名住院患者进行调查.结果 2010年至2012年患者总体满意度在90％以上,不同年度患者对总体满意度、技术服务水平和管理水平满意度得分差异具有统计学意义(P＜0.05),且呈逐年升高趋势；2010年患者满意度前三位是入院介绍(87.82％)、服务态度(86.86％)、护士技术操作技术(87.82％),满意度得分较低的是责任护士介绍(52.88％)、病房管理(59.94％)、病情观察(64.74％,主动巡视),2012年患者满意度调查各项指标均在85％以上,与2010年比较差异均有统计学意义(P＜0.05).结论以病人为中心,开展“优质护理服务示范工程”活动,落实基础护理,改善就医环境,加强护患沟通,强化护理人员的优质服务理念,是医院提高患者满意度的有效途径.
목적 조사우질호리복무대모이급종합의원주원환자만의도적영향,위제고호리복무질량제공의거.방법 이분층수궤추양적방식,채용환자만의도조사표대2010년5월지2012년8월968명주원환자진행조사.결과 2010년지2012년환자총체만의도재90％이상,불동년도환자대총체만의도、기술복무수평화관리수평만의도득분차이구유통계학의의(P＜0.05),차정축년승고추세；2010년환자만의도전삼위시입원개소(87.82％)、복무태도(86.86％)、호사기술조작기술(87.82％),만의도득분교저적시책임호사개소(52.88％)、병방관리(59.94％)、병정관찰(64.74％,주동순시),2012년환자만의도조사각항지표균재85％이상,여2010년비교차이균유통계학의의(P＜0.05).결론 이병인위중심,개전“우질호리복무시범공정”활동,락실기출호리,개선취의배경,가강호환구통,강화호리인원적우질복무이념,시의원제고환자만의도적유효도경.
Objective To provide some references for improving the quality of nursing service investigating the impact of high quality nursing service on patient satisfaction in a second-class comprehensive hospital.Methods From May 2010,to August,2012,968 inpatients were investigated with patient satisfaction questionnaire and stratified random sampling method.Results The overall patient satisfaction 2010 to 2012 was over 90％.The scores of overall patient satisfaction and the patient satisfaction to technical service level and management level had stastical differences between different years (P ＜ 0.05) and increased year by year.The patient satisfactions to registaiton introduction,service attitude,and nurses' operation skill were 87.82％,86.86％,and 87.82％,respectively,which were top 3 in 2010.The patient stisfactions to introduction of primary nurse,ward management,and observation of illness state(active patrol) were 52.88％,59.94％,and 64.74％,respectively,in 2010.All indexes of the patient satisfaction survey in 2012 were over 85％,with statistical differences comparing with those in 2010 (P ＜ 0.05).Conclusions Being patient-centered,carrying out “the demonstration project of high quality nursing service”,implementing the basic nursing,improving medical environment,and strengthening the nurse-patient communication and nurses' high quality service concept are effective ways for improving patient satisfaction.