Application of quantitative indicators assessment in improving patient care satisfaction
10.3760/cma.j.issn.1674-2907.2016.27.038
- VernacularTitle:量化指标考核在提升患者护理满意度中的应用
- Author:
Yanhua LIU
1
;
Ling SONG
;
Danyu ZHANG
;
Meng TANG
Author Information
1. 100029 首都医科大学附属北京安贞医院护理部
- Keywords:
Nursing;
Patient satisfaction;
Quantitative evaluation
- From:
Chinese Journal of Modern Nursing
2016;22(27):3986-3989
- CountryChina
- Language:Chinese
-
Abstract:
Objective To improve the patient satisfaction to nursing work on the basis of quantitative evaluation mechanism.Methods Each month we selected 3~5 patients who could clearly express their feelings of nursing work, and the length of their stay in hospital was more than 3 days in each department by convenient sampling to participate in the investigation of satisfaction. Patient satisfaction was regarded as the main reference base, together with the the key points such as ward quiet degree, status of active communication and providing help of nursing staff, were investigated by patient questionnaire. Patient satisfaction to nursing work in different departments was quantitative assessed and ranked by a unified scoring rules. We found the problem, analyzed the reasons, put forward some suggestions for improvement, and kept track of the feedback. Results In 2015, our hospital carried out a quantitative assessment of patient satisfaction to nursing work, and the annual average score of patient satisfaction was 89. 560. There was no significant difference in the patient satisfaction in each month, and the overall trend is slightly increased. In 2015, the score of patient satisfaction in our hospital was 90.311 and ranked the second in 22 hospitals of Beijing, and compared to 2013, the results increased by 4.59%. Conclusions In the management of patient satisfaction, the use of quantitative evaluation mechanism will make nursing management more targeted and more effective. It can strengthen the initiative and sense of responsibility of each nursing staff. It is helpful to improve the patient satisfaction to nursing work.
