资源描述：
《实施人性化管理与护理服务对提高住院患者满意度的作用》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。
1、解放军护理杂志August2007,24(8A)NursJChinPLA#69##护理管理#实施人性化管理与护理服务对提高住院患者满意度的作用孙璟怡,陈雯华,于毅(上海交通大学医学院附属瑞金医院护理部,上海200025)摘要:目的探讨实施人性化管理与人性化护理服务对提高住院患者满意度的作用。方法选择2006年1-6月49个单元的出院患者进行满意度问卷调查,从中找出存在的问题;2006年7-12月加强护士的人性化管理及住院患者的人性化护理服务,并同期进行满意度问卷调查,将实施前后的相关资料进行比较分析。结果(1)实施前满意度得分为(97.62?1.22)分,实施后为(98.36?1.03)分,
2、t=4.08,P<0.01;(2)以满意度得分95分为达标,实施前后不达标单元分别为26个和11个,V2=6.49,P<0.05;(3)各项健康教育宣教次数在实施后均明显增多;(4)对满意度问卷表26项内容进行分析,其中有5项内容有明显提高(以各种形式交流沟通、静脉穿刺次数、主动关心出院相关事宜、主动调换或拔除静脉输液、对单元质量总体评价),P<0.05或<0.01。结论加强实施人性化管理与人性化护理服务,能通过增加健康教育宣教次数、加强护患交流等方面提高住院患者的满意度。关键词:人性化管理;人性化护理服务;患者满意度中图分类号:R1971323文献标志码:A文章编号:1008-9993(
3、2007)8A-0069-03ImplementationofHumanisticAdministrationandNursingServiceinUpgradingSatisfactionRateofHospitalizedPatientsSUNJing-yi,CHENWen-hua,YUYi(DepartmentofNursing,RuijinHospital,ShanghaiJiaotongUniversity,Shanghai200025,China)Abstract:ObjectiveTostudytheroleofhumanisticadministrationandnursin
4、gserviceinupgradingthesatisfactoryrateofhospitalizedpatients.MethodsDischargedpatientsfrom49unitsweresurveyedforthesatisfactoryratesfromJan2006toJune2006;theexistingproblemswerefoundout.Thehumanisticad-ministrationofnursesandhumanisticnursingservicewereappliedduringJultoDec2006.Meanwhile,questionna
5、iresurveywasusedtounderstandthesatisfactionrateofpatientsandtheoutcomeswerecomparedbeforeandafterapplicationofthehumanisticmeasures.Results(1)Theaveragesatis-factionrateofpatientsincreasedfromthefirstsixmonthstolastsixmonthshavebeencompared,withtheresultbeing97.62(pre-test),98.36(post-test),t=4.08,
6、P<0.01.Sothedatawereprovedmeaningfulfrom(97.62?1122)beforeapplicationto(98.36?1.03)afterapplication(P<0.01).(2)Asatisfactoryratenolessthan95wastakenasreachingthestandard;theunitsfailedtoreachthestandarddecreasedfrom26to11afterapplication(P<0.05).(3)Thetimesofhealtheducationwereobviouslyincreasedaft
7、erapplication.(4)Analysisofthe26itemsinsatisfactionratequestionnaireshowedthat5itemsweresignificantlyincreased(communicationviavariouskindsofways,timesofve-nouspuncture,initiativetoaskaboutdischarge,initiat
