摘要
目的探讨影响患者满意度调查结果有效性的相关因素。方法用6个月时间,由AB组不同职位人员采用相同方法,每月1次对全院31个病区住院患者进行满意度调查。分析两组满意度调查结果的差异及影响因素。结果两组患者满意度有效率及满意率的差异均存在统计学意义(均P<0.05),其中B组在上述两方面的结果均高于A组;两组在调查合格率方面的差异则无统计学意义(P>0.05)。在调查者对满意度调查的认知态度、科室接受调查平均时间、调查时机正确率方面,A组均低于B组(均P<0.05)。结论提高调查者对满意度调查的认知态度、选择合适的调查时机和场合、加强人性化管理,有助于提高患者满意度调查结果的有效性。
Objective To probe into correlative factors influencing patients satisfaction degree and look for better survey methods. Methods During 6 months, groups A and B of staff at different positions used the same methods to investigate the satisfaction monthly among the patients at the 31 wards. The differences in results by the two groups as well as the influential factors were analyzed. Results The differences in effective rate of satisfaction and satisfaction rate were significant （both P 〈 0.05）. The difference in the qualification rate of satisfaction was not significant （P 〉 0.05）. Group A was lower than Group B in the correct rate in recognition attitude, average time for department＇s beginning with the investigation, and investigation opportunity （all P 〈 0.05）. Conclusion The effectiveness of patients satisfaction degree survey can be increased by enhancing the recognition, selection of proper time and opportunity and education on their attitude.
出处
《现代临床护理》
2009年第10期55-57,54,共4页
Modern Clinical Nursing
关键词
满意度
有效性
影响因素
satisfaction degree
effectiveness
influential factors
