提高儿科患者住院满意度适用性研究

摘要

Objective To study the method and effect of improving the hospitalization satisfactory degree of patients in the department of paediatrics. Methods The primary nursing was implemented according to the nursing working features in the department of paediatrics, and the service marketing notions including the staff motivation, execution and communication skill were applied into the nursing management. Results The satisfactory degree of patients increased from 84.1%before im-plementation to 90.4% after implementation, and the difference was statistically significant (P<0.01), and the case with nurse-patient disputes decreased from 4 cases before implementation to 1 case after implementation. Conclusion The ser-vice marketing notion for the hospitalization patients in the department of paediatrics can improve the satisfactory degree of patients and reduce the nurse-patient disputes and complains.%目的：探讨提高儿科住院患者满意度的方法和效果。方法结合儿科护理工作特点，实施责任制护理，并将员工激励，执行力，沟通技巧等服务营销理念运用于护理管理。结果患者满意度从实施前84.1%上升到90.4%，差异有统计学意义（P<0.01）；护患投诉与纠纷由实施前的4例降为1例。结论儿科住院患者采用服务营销理念，能提高患者满意度，减少护患纠纷与投诉。