信息化测评结合ABC分析法在住院患者满意度调查中的应用

摘要

：Objective To explore the application efficacy of information evaluation combined with ABC classification in inpatient satisfaction survey. Methods 〓A evaluation module for inpatient satisfaction was established based on nursing information system, and the bedside assessment was conducted to the inpatient by using the iPad. According to the data evaluated between January 2017 and April 2017, main adverse items(Category A)were identified and improved by using ABC classification method. The data evaluated between September 2017 and December 2017 were collected and compared with those before implementation of improvement measures. Results 〓The major adverse items obtained by ABC classification were as follows: "The patients were not satisfied with the wards environment ", "The patients were not satisfied with the interval concern from the nurses", "The patients were not satisfied with the introduce of the inspection and the corresponding instructions ", and related rate dropped from 31.48%、26.85%、12.96% to 26.67%、17.78%、8.89%, respectively. The satisfaction rate of inpatients increased from 91.54% to 97.07%. Conclusion 〓The information evaluation of inpatient satisfaction can reduce the cost of nursing management, promote the innovation of office automatization and digital innovation of hospital management. The ABC classification can also identify the weak links in nursing management and provide continuous improvement with scientific basis.