优质护理服务对护理质量持续改进与患者满意度的影响.docVIP

优质护理服务对护理质量持续改进与患者满意度的影响 　　doi：10.3969/j.issn.1007-614x.2014.21.88 　　摘 要 目的：探析优质护理服务的实施在持续改进医院护理质量以及提高患者满意度方面所带来的影响。方法：2013年2月-2014年2月收治患者260例，将160例接受优质护理服务的患者作为观察组，另外100例接受普通护理服务的患者作为对照组。根据医院的实际情况制定相应的问卷，发放给以上患者，以不记名的方式让患者填写问卷调查并回收，比较二者对改进护理质量以及提高患者满意度方面产生的影响。结果：观察组在生活护理、治疗护理以及一级护理方面的护理质量评分均高于对照组，其患者满意度为“非常满意”，两组之间的差异有统计学意义（P0.05）。结论：优质护理服务的实施可以有效增加患者与医务人员之间的情感交流，提高护理工作的有效性和连续性。在与患者的沟通过程中，医务人员不仅可以对患者进行心理干预，加强患者的心理抵抗能力，缓解患者的焦虑以及不安情绪，同时还可以听取患者对于医院护理工作的意见，为医院持续改进护理工作的质量提供有力依据和线索，进而提高患者对医院护理工作的满意度。 　　关键词 优质护理服务 护理质量 全面性 患者满意度 　　Effects of high quality nursing service in continuous improvement of nursing quality and patient satisfaction 　　Yan Quan 　　Department of General Surgery，the Peoples Hospital of Qiaojia County，Yunnan 654600 　　Abstract Objective：To explore the effect of the implementation of high quality nursing service in continuous improvement of nursing quality and increase of patient satisfaction.Methods：260 cases were selected from February 2013 to February 2014.160 cases with high quality nursing service were recorded as the observation group.Another 100 cases with general nursing service were recorded as the control group.The corresponding questionnaire was formulated according to the actual situation of hospital.The questionnaires were issued to patients.Patients filled out questionnaires in the form of bearer.The questionnaires were recycled.The effects of two groups on the improvement of nursing quality and increase of patient satisfaction.Results：The nursing quality scores in the life nursing，treatment nursing and grade one nursing of the observation group with high quality nursing service were higher than those of the control group with general nursing service.The patients satisfaction of the observation group was very satisfied.There were significant differences between the two groups.Conclusion：The implementation of high quality nursing service can effectively increase the emotional communication between patients and medical staff，and impr