摘要
目的了解优质护理服务在临床上的实施情况,更好地提升护理服务质量。方法采用自行设计的调查问卷分别对114名护士和107例患者进行调查。结果住院患者与护理人员对优质护理评价的18个项目中有14项具有统计学意义(P<0.05,P<0.01),所有项目患者的他评均高于护士的自评;81.6%护理人员片面地把"优质护理服务示范工程"理解为生活护理;护理人员比较认同护士人力不足、护理收费不合理、护士责任分工不科学、护士缺乏沟通技巧与服务意识、医院服务设施不齐全等问题。结论护理服务质量得到多数患者的首肯,要加强对患者心理的关注,加强生活护理的落实,明确优质护理内涵,建立优质护理服务的长效机制。
Objective To study clinical implementation of high quality nursing services,and to better promote quality of nursing care.Methods Totally,114 nurses and 107 patients were investigated by using a self-designed questionnaire.Results Among the 18 items of the questionnaire,the scores of 14 items rated by nurses and by patients had significant differences（P0.05,P0.01）.Compared with nurses′ appraisal,patients generally spoke highly of the service quality,which was represented in all items.Besides,81.6% nurses had superficial knowledge of ＂high quality nursing service demonstration project＂,misunderstanding it as life-assisting care.Nurses had strong identification with such problems as lacking of nursing personnel,unreasonable charging of nursing service,irrational labor division,deficiencies of communication skills and service awareness and incomplete serving facilities in hospital,etc.Conclusion The majority of patients have high comments on quality of nursing service.We should pay more attention to patients′ psychological status,guarantee the implement life-assisting care,verify the connotation of high quality nursing care,and establish a long-term mechanism.
出处
《护理学杂志（综合版）》
2011年第7期16-19,共4页
Journal of Nursing Science
关键词
护理人员
住院患者
优质护理
患者评价
护士评价
nurses
inpatients
high quality nursing care
evaluation of patients
nurses′ appraisal
