量化指标考核在提升患者护理满意度中的应用

摘要

Objective To improve the patient satisfaction to nursing work on the basis of quantitative evaluation mechanism.Methods Each month we selected 3~5 patients who could clearly express their feelings of nursing work, and the length of their stay in hospital was more than 3 days in each department by convenient sampling to participate in the investigation of satisfaction. Patient satisfaction was regarded as the main reference base, together with the the key points such as ward quiet degree, status of active communication and providing help of nursing staff, were investigated by patient questionnaire. Patient satisfaction to nursing work in different departments was quantitative assessed and ranked by a unified scoring rules. We found the problem, analyzed the reasons, put forward some suggestions for improvement, and kept track of the feedback. Results In 2015, our hospital carried out a quantitative assessment of patient satisfaction to nursing work, and the annual average score of patient satisfaction was 89. 560. There was no significant difference in the patient satisfaction in each month, and the overall trend is slightly increased. In 2015, the score of patient satisfaction in our hospital was 90.311 and ranked the second in 22 hospitals of Beijing, and compared to 2013, the results increased by 4.59%. Conclusions In the management of patient satisfaction, the use of quantitative evaluation mechanism will make nursing management more targeted and more effective. It can strengthen the initiative and sense of responsibility of each nursing staff. It is helpful to improve the patient satisfaction to nursing work.%目的：基于量化指标考核机制，提升护理工作的患者满意度水平。方法每月在首都医科大学附属北京安贞医院各科室方便取样3~5名能明确表达自己对护理工作感受且总住院时间≥3d的患者参与满意度调查。以«市属综合医院年度绩效考核指标体系»中患者满意度相关的问题为主要参考依据，围绕病室的安静程度、护理人员主动交流、提供帮助的情况等重点问题，进行患者问卷调查，通过统一评分规则，对各科室护理工作的患者满意度进行量化考核和排名、发现问题、分析原因、提出改进意见、持续跟踪反馈。结果我院于2015年对护理工作的患者满意度开展量化指标考核，全年平均护理满意度89.560分，各月护理满意度无显著差异，总体趋势略有提升。2015年度在市属22家医院中，患者满意度考核成绩90.311分(排名第2位)，比2013年度成绩提高4.59％。结论在患者满意度管理工作方面，引入量化指标考核机制，能够促使考核和管理工作更有针对性、更加有效，从而增强科室争优意识，激发每一个护理人员的进取心和责任感，有助于护理工作患者满意度的提高。