摘要
目的 通过电话回访调查患儿家属对综合儿科优质护理的满意度.方法 以优质护理满意度调查表为回访框架,并以311名出院患儿家属为研究对象,在患儿出院后1～2周内通过电话回访对其进行优质护理满意度调查,同时采用开放式提问收集具体建议,然后采用质性研究的内容分析法对结果进行分析汇总.结果 研究发现总体满意度为96.65％,具体建议的质性分析结果包括3个维度：医院工作制度评价、医护人员专业知识与技能评价、工作人员服务态度评价.结论 具有儿科特点的优质护理质量令患儿家属满意,但患儿家属所关注的问题超过优质护理本身的范围.应将优质服务的理念拓展到医院工作的各个方面,以满足综合儿科住院患儿及家属需求.
Objective To investigate the satisfaction degree of family members of children patients with the quality of nursing by follow-up analysis using telephone.Methods We used the high quality nursing questionnaire as the follow-up investigation.311 parents of the discharged pediatric patients were enrolled in this study,and answered the questionnaire within 1 ～2 weeks after their children were discharged from hospital.Meanwhile,we collected specific comments through asking questions by telephone.Then we analyzed and summarized the results by the content analysis.Results We found the total satisfaction rate was 96.65％ and there were three levels after qualitative analysis on the specific recommendations：evaluation of the hospital system,evaluation of professional knowledge and skills of the medical workers,evaluation of the attitude of the medical workers.Conclusions The parents of pediatric patients are satisfied with the high quality nursing which has pediatric features.However,what the parents focused on had already beyond the scope of the high quality nursing itself.We should expand the concept of quality service to every aspect of the hospital work,in order to meet the needs of the parents of pediatric patients in the department of pediatrics.
出处
《中国实用护理杂志》
北大核心
2013年第24期56-59,共4页
Chinese Journal of Practical Nursing
关键词
电话回访
综合儿科
优质护理
满意度
Telephone follow-up
Department of pediatrics
High quality nursing care
Satisfaction degree
