摘要
目地为探索患者需求,以便有针对性地提供优质的个性化护理。医患关系得到改善,提高了服务质量和水平,对维护患者健康,促进其康复起到重要作用。方法2008~2012年,笔者采用'双满意调查法(表)'对住院患者、门诊患者和离(出)院后的患者587159人次进行调查并当场收回问卷,回收率100%。结果通过调查这一活动,紧张的医患关系明显缓解、医疗、护理服务满意度也呈逐年上升趋势;己由08年的84.1%上升至12年的94.2%、总满意率达96.6%。五年间,我们走访了4000户,满意收效率达到95.6%。结论注重了医疗、护理工作的细节,细节让患者感受到了医院的温暖,有效地促进了服务质量的提高。
Objective:to explore the needs of patients in order to provide targeted quality personalized care.As a result,we have improved doctor-patient relationship,medical service quality and level of maintenance of the patient's health,and greatly promoted their rehabilitation.Method During the time between 2008-2012,the author uses'double satisfaction survey(Table)'on hospitalized patients,outpatients and patients who revisit the hospital after discharge,their number totaling 587,159.The investigation was made on the spot and recovered response rate of 100%.Result The investigation found that through years of ef orts,the doctor-patient relationship tensions were relieved,medical,nursing service satisfaction also increased year by year,increasing from 84.1%in 2008 to 94.2%in 2012,total satisfaction rate reaching 96.6%.In the past five years,we have visited 4000 families,received satisfactory ef iciency of 95.6%.Conclusions:we should focus on the details of the medical,nursing,and details make the patient feel the warmth of the hospital and ef ectively promote the improvement of quality of service.
作者
娄跃林
LOU Yue-lin(Hubei Province Jingzhou City Chinese Medicine Hospital Gynecology Department,Jingzhou,Hubei 434000,China)
关键词
满意度调查
医患关系
护理服务
Satisfaction surveys
The doctor-patient relationship
Nursing service
