[1]朱秀梅 王本峰 黄亚川.美容术后患者满意度调查分析及改进对策研究[J].中国卫生质量管理,2016,23(06):053-56.[doi:10.13912/j.cnki.chqm.2016.23.6.19]
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美容术后患者满意度调查分析及改进对策研究
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第23卷
期数:
2016年06期
页码:
053-56
栏目:
服务质量
出版日期:
2016-11-21

文章信息/Info

作者:
朱秀梅 王本峰 黄亚川
陕西省人民医院
关键词:
美容手术; 电话回访; 改进对策
Keywords:
Cosmetology;  Telephone Interview;  Countermeasures
DOI:
10.13912/j.cnki.chqm.2016.23.6.19
摘要:
目的通过对某院美容术后患者进行回访，了解其住院感受及满意度，对调查结果进行统计分析并制定针对性改进对策。方法选择2014年1月-2015年12月接受整形美容治疗的1 092例患者作为研究对象，采用电话回访的方法了解其住院感受及满意度。调查问卷经过前期的预调查及信度、效度测定，均符合规范，调查内容包括服务态度、关爱患者、健康教育、业务水平、职业道德等护理满意度。结果患者对护士的职业道德满意度为93.50%，服务态度满意度为88.00%，业务水平满意度为73.90%，关爱患者满意度为67.03%，健康教育满意度为62.00%。结论电话回访调查可以及时发现护理工作中存在的不足并采取相应措施进行及时改进，以便更好地为患者提供优质服务。
Abstract:
ObjectiveTo investigate feelings and satisfaction among discharged patients in the Department of Burn And Plastic Surgery in a hospital, analyze the survey results and develop targeted improvement strategies.MethodFrom January 2014 to December 2015, 1092 patients receiving cosmetology treatment were included into the study for questionnaire survey by telephone interviews to investigate feelings and satisfaction of the patients. After pre-survey and reliability and validity analysis, the questionnaire was accord with standard, and its content included service attitude, patient care, health education, professional skill, professional ethics and other nursing satisfaction.ResultThe patients’ satisfaction level was 93.50% on professional ethics of nurses, 88.00% on service attitude, 73.90% on professional skill, 67.03% on patient care, and 62.00% on health education. ConclusionThe telephone interview survey can timely discover the deficiencies in nursing care and take appropriate action for improvement to provide better services for patients.

参考文献/References:

［1］Mouritsen L, Lose G, M ller-Bek K. M ller-Bek K.Long-term follow-up after urethral injection with polyacrylamide hydrogel for female stress incontinence［J］.Acta Obstet Gynecol Scand, 2014, 93(2): 209-212.

相似文献/References:

[1]薛小静 王君 杨小林.二次调查患者满意度促进医院服务质量改进[J].中国卫生质量管理,2017,24(06):060.[doi:10.13912/j.cnki.chqm.2017.24.6.20]

更新日期/Last Update: 2016-11-28