西北地区某三甲医院住院患者对护理服务的满意度及影响因素分析

邢颖，汤榕，杜惠峰，徐慧蓉.宁夏医科大学公共卫生与管理学院，宁夏银川　750004；.内蒙古医科大学卫生管理学院，内蒙古呼和浩特　000

西北地区某三甲医院住院患者对护理服务的满意度及影响因素分析

邢颖1，汤榕1，杜惠峰2，徐慧蓉1
1.宁夏医科大学公共卫生与管理学院，宁夏银川750004；2.内蒙古医科大学卫生管理学院，内蒙古呼和浩特010110

目的 分析西北地区某三甲医院住院患者对护理服务的满意度情况及影响因素，为提升护理服务质量提供参考和建议。方法 调查该院138例住院患者的人口学基本资料及对护理服务的满意度情况，运用多元逐步回归法分析护理服务的满意度影响因素。结果 护理服务整体满意度为82.49%；影响满意度的因素为年龄、受教育程度、家庭人均月收入、自我感觉健康状况、就医环境满意度。结论 要提高医院的护理服务，该院还应不断完善就医环境，建立有效的护患沟通机制，重视患者的需要，提高服务质量等。

住院患者；护理服务；满意度；影响因素

［Abstract］Objective To analyze the satisfactory degree in inpatients in some AAA hospital in the northwest region to nursing services and its influence factors and provide reference and suggestions for improving nursing service quality.Methods The demographic basic data and satisfactory degree to nursing service of 138 inpatients in our hospital were surveyed，and the influence factors of nursing service satisfactory degree were analyzed by the stepwise multi-elemental regression.Results The whole satisfactory degree of nursing service was 82.49%，and the influence factors of satisfactory degree were age，educational degree，average income per person in family，self-feeling of health status and medical environment satisfactory degree.Conclusion In order to improve the nursing service，our hospital should constantly improve the medical environment，establish an effective doctor-patient communication mechanism and improve the service quality.

［Key words］Inpatient；Nursing service；Satisfactory degree；Influence factor

护理工作是医疗卫生工作的重要组成部分，在提高医疗服务水平、促进患者康复的过程中发挥着不可替代的作用。而护理服务的水平在很大程度上由患者自身的体验和满意程度体现。医药卫生体制改革的不断深入以及全球信息化的发展，护理管理内涵不断变化，护理管理理念不断更新，对护理管理者的管理方式提出了新的挑战。因此，以病人为中心，提供优质的全程护理技术服务，是社会发展的必然趋势［1］。……