住院患者满意度与护士缺勤率之间的关系：一项在法国使用世界卫生组织-路径绩效指标的探索性研究。
Relationship between inpatient satisfaction and nurse absenteeism: an exploratory study using WHO-PATH performance indicators in France.
作者信息
Moret Leila, Anthoine Emmanuelle, Paillé Cécile, Tricaud-Vialle Sophie, Gerbaud Laurent, Giraud-Roufast Alexandra, Michel Philippe, Lombrail Pierre
机构信息
Public Health Department--PIMESP, University Hospital of Nantes, Hospital Saint-Jacques 85, rue Saint-Jacques, 44093 Nantes cedex, France.
出版信息
BMC Res Notes. 2012 Jan 31;5:83. doi: 10.1186/1756-0500-5-83.
BACKGROUND
Indicators describing results of care are widely explored in term of patient satisfaction (PS). Among factors explaining PS, human resources indicators have been studied in terms of burnout or job satisfaction among healthcare professionals. No research work has set out to explore the effect of absenteeism on PS scores. The objective of this study was to explore interaction between rate of absenteeism among nurses and PS results.
METHODS
France has taken part in a project named PATH (Performance Assessment Tool for Hospitals) of the World Health Organization, aiming to develop a tool for the assessment of hospital performance. In the first semester 2008, 25 volunteering short-stay hospitals (teaching, general and private) provide complete data on nurse short-absenteeism (periods of up to 7 consecutive days of sick leave) and on PS (a cross-sectional postal survey using a standardized validated French-language scale EQS-H exploring "quality of medical information" (MI) and "relationships with staff and daily routine" (RS)). A multi-level model was used to take into account of the hierarchical nature of the data.
RESULTS
Two thousand and sixty-five patients responded to the satisfaction questionnaire (participation rate: 40.9%). The mean age of respondents was 58 yrs (± 19), 41% were men. The mean duration of hospitalisation was 7.5 days (± 11.1). The mean absenteeism rate for nurses was 0.24% (± 0.14).All the PS scores were significantly and negatively correlated with rate of short-absenteeism among nurses (MI score: ρ = -0.55, p < 0.01), RS score ρ = -0.47, p = 0.02). The mixed model found a significant relationship between rate of absenteeism among nurses and PS scores (MI: p = 0.027; RS: p = 0.017).
CONCLUSION
Results obtained in this study show that short-term absenteeism among nurses seems to be significantly and negatively correlated with PS. Our findings are an invitation to deepen our understanding of the impact of human resources on PS and to develop more specific projects.
背景
描述护理结果的指标在患者满意度（PS）方面得到了广泛研究。在解释患者满意度的因素中，人力资源指标已从医疗保健专业人员的职业倦怠或工作满意度方面进行了研究。尚未有研究着手探讨旷工对患者满意度得分的影响。本研究的目的是探讨护士旷工率与患者满意度结果之间的相互作用。
方法
法国参与了世界卫生组织的一个名为“PATH（医院绩效评估工具）”的项目，旨在开发一种医院绩效评估工具。在2008年上半年，25家志愿短期住院医院（教学医院、综合医院和私立医院）提供了关于护士短期旷工（连续病假最多7天）和患者满意度（使用标准化验证的法语量表EQS-H进行横断面邮政调查，探索“医疗信息质量”（MI）和“与工作人员及日常事务的关系”（RS））的完整数据。使用多层次模型来考虑数据的层次性质。
结果
2065名患者回复了满意度问卷（参与率：40.9%）。受访者的平均年龄为58岁（±19岁），41%为男性。平均住院时间为7.5天（±11.1天）。护士的平均旷工率为0.24%（±0.14%）。所有患者满意度得分均与护士短期旷工率呈显著负相关（MI得分：ρ = -0.55，p < 0.01），RS得分ρ = -0.47，p = 0.02）。混合模型发现护士旷工率与患者满意度得分之间存在显著关系（MI：p = 0.027；RS：p = 0.017）。
结论
本研究获得的结果表明，护士的短期旷工似乎与患者满意度呈显著负相关。我们的研究结果促使我们加深对人力资源对患者满意度影响的理解，并开展更具体的项目。
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