基于住院患者需求配置护理人员对护理服务满意度的影响

摘要

Objective To investigate the effect of rational allocation of nursing staff based on inpatients demand on satisfaction of nursing care services.Methods We performed a survey about hospital care need and satisfaction by randomly selection of 1300 in-patients during 9 ~12,2012,and interviewed 20 patients in the first four high quality nursing wards .A rational allocation of nursing hu -man resource and a dynamic allocation were carried out based upon the survey and interview combined with the practical situation of our hospital.The satisfaction of nursing service was investigated during 9 ~12,2013 to compare the effect before and after experiments . Results The overall satisfaction in different nursing units was significantly improved after human resources allocation reform (P <0.05).The satisfaction scores of nursing service timeliness ,health guidance,nursing operation techniques , hospital envirenment,life morsing service,satisfaction were all improved when compare to before reforming (P <0.05).Conclusion The rational allocation of nursing staff based on hospitalized patients needs can effectively improve patient satisfaction .It is very important to meet the demands of patients.%目的：探讨基于住院患者需求合理配置病房护理人员对护理服务满意度的影响。方法2012年9～12月随机抽取我院1300例住院患者进行护理需求及满意度调查，对4个优质护理首批试点病房20例患者进行访谈，在需求调查及访谈基础上结合我院实际情况对护理人员进行合理配置以及动态调配使用，并于2013年9～12月对护理工作满意度进行调查，比较人力资源配置改革前后的患者满意度。结果人力资源配置改革后各护理单元整体满意度较改革前提升（P ＜0．05），在护理服务及时性、健康指导、护理操作技术、住院环境、生活护理服务、整体满意程度方面满意度评分高于改革前，差异有统计学意义（P ＜0．05）。结论基于住院患者需求合理配置护理人员能有效提升患者满意度，是满足患者需求的重要保障。