摘要
目的了解门诊输液患者的满意度情况,寻找工作中存在的不足,完善服务质量,提高患者满意度。方法采用自行设计的门诊输液患者满意度调查问卷,对2008年8—9月在门诊输液室输液的150例患者进行调查。结果患者满意度由高至低依次为:技术操作、服务态度与主动性、整体环境与设施、健康教育和输液流程与输液时间设置;文化程度与门诊输液患者满意度呈正相关,在职患者满意度低于不在职患者(P<0.05或P<0.01)。结论导致门诊输液患者不满意的因素主要是门诊输液室输液流程与输液时间设置不够方便、输液过程中的健康宣教不到位,输液环境欠佳。改善输液环境,完善输液流程,延长输液时间,保证在职患者输液;同时输液过程中根据患者知识水平开展多种形式的健康宣教:是提高门诊输液患者满意度的主要因素。
Objective To understand satisfaction degree of transfusion outpatients so as to improve service. Methods A self-designed questionnaire was applied to survey 150 transfusion outpatients from August to September in 2008. Results Patients were satisfied with technical operations, service attitude and initiation, environment of transfusion room, health education and process and time of transfusion in sequence. Satisfaction degree was positively related to education background of the patient and patients on the job were less satisfied than those without jobs （P〈0.01 or P〈0.05）. Conclusion Inconvenient transfusion time and process, without enough health education, uncomfortable environment are factors influencing transfusion outpatients. Improving transfusion process, lengthening transfusion time, making sure patients on the job getting service and all kinds of health education would contribute to patients＇ satisfaction.
出处
《护理学报》
2010年第13期16-18,共3页
Journal of Nursing（China）
关键词
门诊
输液
满意度
影响因素
护理管理
outpatient
transfusion
satisfaction degree
influencing factor
nursing management
