护士工作满意度对患者满意度的影响

摘要

Objectives: To explore the current status of nurse job satisfaction and patients satisfaction and the relationship between these two variables. Methods: We investigated the nurses and the patients respectively by questionnaires. Results: The scores of nurse job satisfaction and patient satisfaction were 3.09±0.40 and 3.99±0.48, Except the factor of colleagues relationship, other factors of the two variables had significant correlation (P<0.05, P<0.01). The linear multivariate regression analysis results showed that management had significant predictive power to both service attitude and initiative and productive capacity (P<0.01), wages and benefits had the largest predictive power to care and communication (β= 0.209), and personal growth and development had significant predictive power to both ward management and health education (P<0.01, P0.05). Conclusion:Nurse job satisfaction and patient satisfaction has a significant positive correlation. The hospital managers should improve the nurse job satisfaction to enhance nursing service quality, to create patients satisfaction, and to achieve the win-win realm of both internal and external customer satisfaction.%目的:探讨护士工作满意度与患者满意度现状及两者之间的关系.方法:采用问卷调查法,分别对护士和患者进行调查.结果:护士工作满意度总分为(3.09±0.40)分,患者满意度总分为(3.99±0.48)分;除与同事关系这个因子外,二者各因子均相关(P＜0.05,P＜0.01);多元线性回归分析结果显示,管理对服务态度与主动性和工作能力这两个方面有其预测力(均P＜0.01),工资及福利对关爱与沟通的预测力最大(β值为0.209),个人成长及发展对病区管理和健康教育这两个方面有其预测力(P＜0.01,P＜0.05).结论:护士工作满意度与患者满意度呈正相关,医院管理者应努力提高护士工作满意度,从而提升患者满意度,取得医院内部员工与外部患者都满意的双赢效果.