[1]颜穆丹支梦佳胡琳琳刘远立.我国三级妇幼医院住院患者护理服务满意度及影响因素分析[J].中国卫生质量管理,2022,29(08):63-67.[doi:10.13912/j.cnki.chqm.2022.29.8.15 ]
　YAN Mudan,ZHI Mengjia,HU Linlin.Nursing Service Satisfaction and Influencing Factors for Inpatients in Tertiary Maternity and Child Hospital in China[J].Chinese Health Quality Management,2022,29(08):63-67.[doi:10.13912/j.cnki.chqm.2022.29.8.15 ]

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我国三级妇幼医院住院患者护理服务满意度及影响因素分析

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R] 卷: 第29卷期数: 2022年08期页码: 63-67 栏目: 服务质量出版日期: 2022-08-28

Title:: Nursing Service Satisfaction and Influencing Factors for Inpatients in Tertiary Maternity and Child Hospital in China

作者:: 颜穆丹支梦佳胡琳琳刘远立; 中国医学科学院北京协和医学院卫生健康管理政策学院

Author(s):: YAN Mudan; ZHI Mengjia; HU Linlin; School of Health Management and Policy, Peking Union Medical College, Chinese Academy of Medical Sciences

关键词:: 妇幼医院; 住院患者; 满意度; 护理质量; 服务质量

Keywords:: Maternity and Child Hospital; Inpatients; Satisfaction; Nursing Quality; Service Quality

分类号:: R197.5；R196.4 ；R47

DOI:: 10.13912/j.cnki.chqm.2022.29.8.15

文献标志码:: A

摘要:: 目的调查我国三级妇幼医院住院患者对护理服务的满意度现状并探讨其影响因素，为护理服务质量持续改进提供参考。方法依托第5次“全国改善医疗服务行动第三方评估”项目，采用问卷对全国33家三级妇幼医院住院患者进行调查。应用SPSS 26.0软件对数据进行统计学分析。结果5 969名妇幼医院住院患者对护理服务总满意度为94.15%，各维度满意度从高到低依次为人文关怀、专业技能、仪容仪表、健康指导、环境设施。医院分布地区、患者就诊科室、年龄、家庭年收入是妇幼医院住院患者护理服务满意度影响因素。结论我国三级妇幼医院住院患者对护理服务满意度总体较高，但在健康指导、环境设施方面仍有待改善。在政策制定方面，应关注区域间及区域内护理资源配置的公平性；在医院管理方面，应重视妇产科住院患者的需求及妇产科护士工作积极性的调动；在医院满意度评价中，应关注患者社会人口学特征的影响，使患者对护理服务建立合理预期等。

Abstract:: ObjectiveTo investigate the status quo of inpatients' satisfaction with nursing services in tertiary maternity and child hospitals in China and explore the influencing factors, so as to provide reference for the continuous improvement of nursing service quality. MethodsThe inpatients in 33 tertiary maternity and child hospitals were investigated by questionnaire based on the fifth "third party evaluation of national action to improve medical services" project. The SPSS 26.0 software was used for statistical analysis. Results The total satisfaction of 5 969 inpatients with nursing service was 94.15%. The satisfaction of each dimension from high to low was humanistic care, professional skills, appearance, health guidance and environmental facilities. Hospital distribution area, patient department, age and annual family income were the influencing factors of nursing service satisfaction of inpatients in maternity and child hospitals.Conclusion Inpatients in tertiary maternity and child hospitals in China were generally satisfied with nursing services, but health guidance and environmental facilities still needed to be improved. In policy making, we should pay attention to the fairness of inter-regional and intra-regional allocation of nursing resources. In terms of hospital management, attention should be paid to the identification of the needs of inpatients and the mobilization of the enthusiasm of nurses. In the evaluation of hospital satisfaction, attention should be paid to the influence of patients' social demographic characteristics, so that patients can establish reasonable expectations of nursing services.

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更新日期/Last Update: 2022-08-28