摘要
目的:应用重要性-满意度(IPA)分析法提升住院患者的满意度。方法:应用IPA分析法,通过第三方满意度测评机构对某医院住院患者护理服务满意度进行调查分析,通过对重要性(I)及满意度(P)的分值进行分析,制作IPA定位图,坐标表示为x(I,P)。以二者的均值作为分界线,划分4个区域:A区优势区、B区维持区、C区次要改善区及D区重点改善区。依据不同分区,制定改进措施。结果:本研究实施后全院40个临床科室住院患者护理服务满意度总体评价得分为92.74±7.8,处于高满意度水平,与基线调查得分(80.66±6.8)比较差异有统计学意义(P<0.01)。结论:应用IPA分析法能够集中有限的人力和物力对患者最为关注但是满意度最低的指标进行重点改进,从而提升医院护理服务满意度。
Objectives:To improve the inpatient satisfaction by applying importance-performance analysis(IPA).Methods:Nursing service satisfaction of inpatients in a hospital by the third party satisfaction evaluation with IPA analysis was carried out.By analyzing the score of the importance(I)and performance(P),make the chart of IPA.The coordinates are expressed as X(I,P).And taking the mean value of the score of I and P as the dividing line,the area is comprised of four parts.An area is dominant region,B area is maintenance zone,C area is secondary improvement area and D area is key improvement area.Make improvement measures according to the different areas.Results:After the implementation of this study,the overall evaluation score of nursing service satisfaction of inpatients in 40 clinical departments was 92.74±7.8,which was in a high level of satisfaction and has significant different with the score of baseline survey(80.66±6.8,P<0.01).Conclusions:The application of IPA can take targeted intervention measures with limited manpower and material resources to improve most patients in need but low satisfaction nursing service.It can promote the overall hospital nursing satisfaction.
作者
邬巧玲
尹琳
喻薇
刘丽平
金彩
刘翔宇
王惠平
WU Qiaoling;YIN Lin;YU Wei;LIU Liping;JIN Cai;LIU Xiangyu;WANG Huiping
出处
《中国医院》
2019年第10期38-41,共4页
Chinese Hospitals
基金
湖南省卫生健康委（B2013-090）
中华护理学会（ZHKY201407)
