Clark Paul Alexander, Drain Maxwell, Malone Mary P
Department of Research Operations and Service, Press Ganey Associates, South Bend, Indiana, USA.
Jt Comm J Qual Saf. 2003 Dec;29(12):659-70. doi: 10.1016/s1549-3741(03)29078-x.
A comprehensive, systematic literature review and original research were conducted to ascertain whether patients' emotional and spiritual needs are important, whether hospitals are effective in addressing these needs, and what strategies should guide improvement.
The literature review was conducted in August 2002. Patient satisfaction data were derived from the Press Ganey Associates' 2001 National Inpatient Database; survey data were collected from 1,732,562 patients between January 2001 and December 2001.
Data analysis revealed a strong relationship between the "degree to which staff addressed emotional/spiritual needs" and overall patient satisfaction. Three measures most highly correlated with this measure of emotional/spiritual care were (1) staff response to concerns/complaints, (2) staff effort to include patients in decisions about treatment, and (3) staff sensitivity to the inconvenience that health problems and hospitalization can cause.
The emotional and spiritual experience of hospitalization remains a prime opportunity for QI. Suggestions for improvement include the immediate availability of resources, appropriate referrals to chaplains or leaders in the religious community, a team dedicated to evaluating and improving the emotional and spiritual care experience, and standardized elicitation and meeting of emotional and spiritual needs. Survey data suggested a focus on response to concerns/complaints, treatment decision making, and staff sensitivity.
开展了一项全面、系统的文献综述及原创性研究，以确定患者的情感和精神需求是否重要、医院在满足这些需求方面是否有效，以及应采用哪些策略来指导改进。
文献综述于2002年8月进行。患者满意度数据来自Press Ganey Associates 2001年的全国住院患者数据库；调查数据收集于2001年1月至12月期间的1,732,562名患者。
数据分析显示，“工作人员满足情感/精神需求的程度”与患者总体满意度之间存在密切关系。与这种情感/精神护理衡量标准相关性最高的三项指标是：（1）工作人员对关切/投诉的回应；（2）工作人员努力让患者参与治疗决策；（3）工作人员对健康问题和住院可能造成的不便的敏感度。
住院期间的情感和精神体验仍然是质量改进的主要机会。改进建议包括立即提供资源、适当转介给牧师或宗教团体领袖、成立一个致力于评估和改善情感和精神护理体验的团队，以及标准化地引出和满足情感和精神需求。调查数据表明应关注对关切/投诉的回应、治疗决策制定以及工作人员的敏感度。
