心血管患者滿意度調(diào)查與責(zé)任護(hù)士獎(jiǎng)金掛鉤的探討

[摘要]目的 通過患者滿意度調(diào)查的實(shí)施，對(duì)提高護(hù)理工作質(zhì)量和開展“優(yōu)質(zhì)護(hù)理服務(wù)示范工程活動(dòng)”提供有力的保障，同時(shí)可加強(qiáng)護(hù)士對(duì)理論知識(shí)的不斷學(xué)習(xí)和對(duì)操作技能的不斷提高，進(jìn)一步為患者提供滿意的服務(wù)。方法 通過發(fā)放住院患者滿意度問卷和出院患者電話隨訪相結(jié)合的方式進(jìn)行回收、比較、分析和評(píng)估，收集病員真實(shí)的意見和建議，進(jìn)一步改進(jìn)醫(yī)院設(shè)施，完善服務(wù)流程，拓寬護(hù)理服務(wù)項(xiàng)目，提高護(hù)理服務(wù)質(zhì)量。 結(jié)果 責(zé)任護(hù)士增強(qiáng)了競(jìng)爭(zhēng)意識(shí)，能針對(duì)自己在護(hù)理過程中存在的薄弱環(huán)節(jié)，由被動(dòng)服務(wù)變主動(dòng)服務(wù)，積極主動(dòng)為患者提供幫助和指導(dǎo)，患者滿意度明顯提高。 結(jié)論 將患者滿意度問卷結(jié)果與出院后電話隨訪結(jié)果相結(jié)合與責(zé)任護(hù)士獎(jiǎng)金掛鉤，可以增強(qiáng)護(hù)士主動(dòng)服務(wù)意識(shí)，提高患者滿意度，對(duì)護(hù)理工作的開展有很大促進(jìn)作用。

[關(guān)鍵詞]滿意度；獎(jiǎng)金掛鉤；責(zé)任護(hù)士

[中圖分類號(hào)] R47 [文獻(xiàn)標(biāo)識(shí)碼] B [文章編號(hào)] 2095-0616（2012）22-179-02

Discussion on linkage between satisfaction of patients with cardiovascular diseases and bonus of responsible nurses

ZOU Chengxiang ZHENG Xiuyin

Department of Cardiology，Yibin First People's Hospital， Yibin 644000，China

[Abstract] Objective To provide strong guarantee for improving the nursing quality and conducting the \"demonstration project activities for quality nursing services\" through investigating the patients' satisfaction as well as to encourage the nurses to learn theoretical knowledge constantly and improve their operational skills constantly in order to provide satisfactory services. Methods Through the questionnaire survey of inpatients' satisfaction and the telephone follow-up visit，their real comments and suggestions were collected，compared，analyzed and evaluated in order to improve the hospital facility，complete the service process，extend the nursing service items and promote the nursing service quality. Results Responsible nurses enhanced their sense of competition，corrected their nursing disadvantages，turned passive services into active services，and provide help and guidance to the patients initiatively，so the patient satisfaction improved significantly. Conclusion The combination of the patient satisfaction questionnaire results and telephone follow-up visit and the bonus of responsible nurses can enhance their active nursing sense and promote the patient satisfaction，which is greatly conducive to the implementation of nursing work.

[Key words] Satisfaction；Bonus linkage；Responsible nurses

隨著社會(huì)發(fā)展和醫(yī)學(xué)模式的轉(zhuǎn)變，患者實(shí)際需求和價(jià)值觀念也在不斷更新，護(hù)理質(zhì)量面臨著持續(xù)改進(jìn)和不斷發(fā)展的實(shí)際問題，如何以人為本，以患者為中心，始終為患者提供優(yōu)質(zhì)護(hù)理服務(wù)，是護(hù)理質(zhì)量管理函待解決的問題[1]，住院患者對(duì)護(hù)理質(zhì)量的評(píng)價(jià)是對(duì)護(hù)理工作最客觀，最公正的評(píng)價(jià)，便于管理者了解患者家屬對(duì)護(hù)理工作的認(rèn)可程度，對(duì)了解護(hù)士工作的質(zhì)量，健康教育的深度和廣度都具有極為重要的意義[2]。……