康　宁　杨伟群　郑志超　冯淑秀　陈培榕　张淑娥.厦门市第二医院质控科，福建厦门　60；厦门市第二医院，福建厦门　60；.厦门市第二医院门诊部，福建厦门　60

非医疗过程人文关爱对住院患者满意度的影响

康宁1杨伟群2郑志超1冯淑秀1陈培榕1张淑娥3
1.厦门市第二医院质控科，福建厦门361021；2厦门市第二医院，福建厦门361021；3.厦门市第二医院门诊部，福建厦门361021

目的 探讨住院患者出入院人文关爱干预后对患者满意度的影响。方法 选取我院呼吸肿瘤科2014年12月1日~2015年1月1日住院治疗的患者112例作为研究对象。入院顺序尾号奇数的患者为研究组（人文关爱组）；尾号偶数为对照组，对研究组进行出院、入院人文关爱干预，对照组无人文关爱干预，出院10 d后进行电话问卷调查，比较两组满意度情况。结果 研究组患者经过出入院的人文关爱后，其对医院的信任感增加[（2.13± 0.69）vs（3.70±0.91）]，恐惧感减轻[（1.94±0.61）vs（3.68±0.65）]、孤独感减轻[（1.59±0.52）vs（3.51±0.73）]、焦虑感减轻[（2.11±0.62）vs（3.64±0.65）]，健康知识[（2.03±0.64）vs（3.93±0.51）]、服务态度[（2.52±0.71）vs（3.79±0.63）]和沟通充分[（9.91±3.12）vs（17.16±4.03）]的满意度增加，且两组比较，差异均有统计学意义（P<0.05）。研究组和对照组满意度分布情况比较，研究组满意度（96.16%）高于对照组（71.70%），差异有统计学意义（P<0.05）。结论 对住院患者进行出入院人文关爱干预后，患者的满意度提高。

非医疗过程；人文关爱；住院患者；满意度

[Abstract]Objective To investigate the impact on inpatients’satisfaction after the intervention of humanistic caring when patients leave and enter hospital.Methods 112 patients which entered respiratory tumor sections in our hospital from December 2014 to January 2015 were enrolled in this study.Patients were divided into A，B two groups according admission order：Group A was humanistic caring group，group B was control group.The patients of group A were intervened of humanistic caring when patients left and entered hospital.The patients of group B were not intervened of humanistic caring.All patients were surveyed by telephone，compared the satisfaction between group A and group B. Results After humanistic caring of group A，their sense of trust in the hospital was increased[（2.13±0.69）vs（3.70± 0.91）]，fear[（1.94±0.61）vs（3.68±0.65）]，loneliness[（1.59±0.52）vs（3.51±0.73）]and anxiety[（2.11±0.62）vs（3.64±0.65）] were decreased，the satisfaction of health knowledge[（2.03±0.64）vs（3.93±0.51）]，attitude[（2.52±0.71）vs（3.79±0.63）] and fully communication[（9.91±3.12）vs（17.16±4.03）]were increased（P<0.05）.To compare the distribution of satisfaction for group A and group B，it shows that the rate of group A（96.16%）was higher than group B（71.70%），and the difference was statistically significant（P<0.05）.Conclusion The rate of satisfaction in patients increased with the intervention of humanistic caring，which cover the whole process of admission and discharge.

[Key words]Non-medical progress;Humanistic caring;inpatient;Satisfaction

住院患者是一群身心均遭受病痛折磨的“弱势群体”，他们有非常迫切的情感关怀需求，对周围环境的变化极为敏感，对自己将要接受的治疗也存在顾虑[1]。医院人文关爱以“整体人的生命价值”为本，强调在医疗行为中理解患者、尊重价值、表达关爱和满足需要，提供有人情味的医疗服务[2]。医疗服务分为医疗和非医疗技术服务，前者指医务人员运用医学知识、技术和手段提供医疗服务，后者包含医院环境、就诊流程、患者心理等与治疗无关但与患者医疗评价息息相关的服务[3]。……