Impact of high quality nursing service on patient satisfaction in a second-class comprehensive hospital

Objective To provide some references for improving the quality of nursing service investigating the impact of high quality nursing service on patient satisfaction in a second-class comprehensive hospital.Methods From May 2010,to August,2012,968 inpatients were investigated with patient satisfaction questionnaire and stratified random sampling method.Results The overall patient satisfaction 2010 to 2012 was over 90％.The scores of overall patient satisfaction and the patient satisfaction to technical service level and management level had stastical differences between different years (P ＜ 0.05) and increased year by year.The patient satisfactions to registaiton introduction,service attitude,and nurses' operation skill were 87.82％,86.86％,and 87.82％,respectively,which were top 3 in 2010.The patient stisfactions to introduction of primary nurse,ward management,and observation of illness state(active patrol) were 52.88％,59.94％,and 64.74％,respectively,in 2010.All indexes of the patient satisfaction survey in 2012 were over 85％,with statistical differences comparing with those in 2010 (P ＜ 0.05).Conclusions Being patient-centered,carrying out “the demonstration project of high quality nursing service”,implementing the basic nursing,improving medical environment,and strengthening the nurse-patient communication and nurses' high quality service concept are effective ways for improving patient satisfaction. Key words: High quality nursing service;  Second-class comprehensive hospital;  Patient satisfaction