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论文编号：	5098
作者编号：	2220101026
上传时间：	2013/5/26 19:35:12
中文题目：	综合性医院外科护理服务满意度评价体系的构建研究
英文题目：	Research on the evaluation system of surgical care satisfaction in general hospital
指导老师：	张玉利
中文关键字：	综合性医院 外科护理 服务满意度 评价体系
英文关键字：	General hospital；Surgical care；Satisfaction；Evaluation system
中文摘要：	随着我国医疗体制改革的不断深入发展，医疗护理服务的质量已成为医疗服务市场竞争的第一要素。深化“以病人为中心”的服务理念，提供满意服务成为各级卫生职能部门的重要职责，病人满意度已成为被广泛接受和认可的评价医疗服务质量的一个重要指标。目前，护理服务的内涵在不断发展、丰富、完善和延伸，已由单一的临床照顾转变为以患者为中心，涵盖临床护理、护理照顾、心理护理、人文关怀、健康教育、延续护理等诸多护理内容的综合质量。护理管理的目标是使所有服务对象满意或尽可能地达到满意的程度，提高患者对护理服务的满意度是护理管理乃至医院管理工作的重要内容，也是护理管理永恒的主题。 外科作为综合性医院的重要组成部分，在为患者服务的内容、环节和标准上具有独立的特点和不可替代的专业性。本文通过理论与实践分析相结合的方法展开，首先对满意度、患者满意度、护理服务满意度等的基本概念、相关理论基础、相关研究进展及研究内容等进行大量的文献综述和回顾，梳理出影响护理服务满意度评价的因素、护理服务满意度评价的研究内容、研究方法等，其次，以解放军总医院外科临床部为研究对象，全面分析目前医院护理服务满意度的评价现状，剖析存在问题，通过结合外科手术患者护理服务的具体特点，以SERVQUAL评价模型为理论基础，探索性地阐述了综合性医院外科护理服务满意度评价体系的构建策略，从而达到及时、准确、有针对性地为患者实施护理，并以此引导医院护理工作进行创新、改革和科学管理，提高外科护理服务质量，满足住院患者需求，为医院外科护理管理乃至医院管理提供科学可行的管理新办法
英文摘要：	With the development of China's medical reform, the quality of health care services has become the first element of competition in the market of medical services. Deepening the "patient-centered" service conception and providing satisfactory service has become an important duty of the health departments at all levels. Patient satisfaction has become a widely accepted indicator which is used to evaluate the quality of medical services. At present , the connotation of nursing service has been continuously developing, enriching and completing and it has transformed from single clinical care to " patient center" which covers the clinical nursing, nursing care, psychological nursing and humanistic care, health education, extended care, and many other content of the comprehensive care quality. The goal of Care management is to make all service objects satisfied as much as possible. Improving patient satisfaction on nursing service is an important content of care management and hospital management. What’s more, it is the eternal theme in nursing management. As an important part of the general hospital, surgical department shows his independency and irreplaceable specialty on services contents, procedures and standards. Combining theory and practice analysis was adopted in this article. Firstly, it summaries a great number of literatures around the related basic concept, theories basis, research progress and research significance of satisfaction, patient satisfaction and nursing service satisfaction etc. in order to sumup the influence factors of nursing service satisfaction evaluation, research contents and research methods etc. Secondly, it has a comprehensive analysis of the hospital care satisfaction evaluation of the status quo and dissects the problems with the objects of the PLA General Hospital. It expounds the development of evaluation system of surgical care satisfaction in the general hospital through a combination of surgical patients’ specific characteristics and with a theoretical basis of SERVQUAL, So as to achieve timely, accurate and targeted patient care. As a result, it helps to guide the hospital nursing work to innovate, reform and scientific management, to improve the quality of nursing service, to meet the demand ofhospitalized patients, to provide scientific and feasible new way for Hospital surgical nursing management even hospital management.
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