门诊注射室护理服务满意度的调查分析

摘要

Objective To provide reference for improving quality of medical services by investigating patient satisfaction with nursing service in clinic injection room. Methods Self-designed questionnaires were used to investigate patient satisfaction with nursing service in clinic injection room. Results Patient satisfaction was lowest ( 82.3％ ) on timely management of line-up for injections, followed by nurses' explanation of medication precautions ( 82.8％ ), and service attitude of nursing staff ( 83.0％ ).According to Root Cause Analysis and Pareto chart, the main cause leading to low satisfaction was work overload in nurses, followed by nurses' lack of knowledge about medication use, and nurses' tactless remarks and blunt tone. Conclusions To improve patient satisfaction, nursing staff have to be served,expand their medical knowledge, start patient-oriented services, and improve communication with patients.%目的 了解门诊注射室护理服务满意度情况，并进行分析，为提高医疗服务质量提供参考。方法 采用自制的调查表，分别调查门诊注射窒患者对护理服务的满意度。结果 门诊注射室护理服务患者对排队等侯的及时处理的满意度最低，为82.3％；其次为护士交待用药的注意事项满意度82.8％;再次为护理人员的服务态度满意度83.0％;对满意度各项目进行鱼骨头及排列图分析，护理人员超负荷工作是造成满意度偏低的主要原因，其次是护士缺乏药物使用知识，护士说话不够婉转，语气生硬。结论 提高患者的满意度，必须服务护理人员，拓展知识，开展人性化服务；加强与患者的沟通等方面切实加以解决。