Research On The Nursing Satisfaction In Hanyang Outpatient Department Of Wuhan Children’s Hospital Based On ACSI Model

Patient satisfaction is an key index in hospital management,and it is an objective evaluation of hospital management quality and medical service quality.Outpatient nursing satisfaction is an evaluation of the quality of outpatient nursing management and the quality of nursing service,which is regarded by the hospital as the standard of the quality of outpatient nursing work.The American Customer Satisfaction Index Model(ACSI Model)is the most essential customer satisfaction index model and widely used in different countries in the world.By consulting domestic and foreign references about the ACSI model,it is found that the ACSI model can be used in the nursing satisfaction management in Hanyang outpatient department of Wuhan Children’s Hospital.Based on the ACSI model,the evaluation indicator system of outpatient nursing satisfaction is established and the questionnaire is designed.Through the dissemination and collecting the questionnaires among patients in Hanyang outpatient department,the defects and problems in the nursing service process are identified.By formulating and implementing the targeted methods,the nursing service quality is obviously improved.The third-party satisfaction assessment of the hospital shows that the score is significantly higher than the same time in last year.Based on the ACSI model,the evaluation indicator system of nursing satisfaction of Hanyang outpatient department in Wuhan Children’s Hospital includes 6 first-class indicators,9 second-class indicators and 23 third-class indicators.KMO and Bartlett tests are used to prove the corresponding relationship between the indicators.The results of tests show that the questionnaire on outpatient nursing satisfaction from this index system is verified to have good content validity and structural validity.By applying the questionnaire from January to May 2019,the problems and shortcomings in nursing service are found timely.Four aspects in nursing management: strengthening the awareness of services,paying more attention to effective communication between nurses and patients,optimizing the process of nursing services and continuously improving nursing skill can effectively improve the nursing satisfaction of patients in Hanyang outpatient department.