Application of Hertzberg two-factor theory in improving inpatient satisfaction
赫兹伯格双因素理论在提高神经外科住院病人满意度中的应用

摘要

目的 探讨基于赫兹伯格双因素理论在提高神经外科住院病人满意度中的应用效果。方法 对某三级甲等医院神经外科病房2022年1-12月住院病人满意度调查表回访追踪，对结果进行筛选，分析发生的原因、分类汇总、依据激励-保健因素实行整改措施。整改措施后，对2023年1-12月住院病人满意度调查表进行测评对比。结果 住院期间单因子满意度目标达成率140%，进步率2.2%。病人满意度（P<0.05）、满意护士提名人次（P<0.01）、不满意护士提名人次（P<0.05），病人线上反馈例次（P<0.01）。结论 赫兹伯格双因素理论强调满足需求和动机的诱因，双因素理论在提高住院病人满意度应用中，使护理质量得到持续改进，促进护理质量良性循环，增强了护理质量管理的科学性。

Abstract

Objective To explore the effect of Hertzberg two-factor theory in improving inpatient satisfaction in neurosurgery.
Methods To follow up the inpatient satisfaction questionnaire of a neurosurgery ward from January to December of a tertiary hospital in 2022, the results were screened, the causes were analyzed, classified and summarized, and corrective measures were implemented according to the incentive-health care factors. After the rectification measures, the inpatient satisfaction questionnaire from January to December in 2023 was evaluated and compared.
Results The single factor satisfaction target achievement rate was 140% and the improvement rate was 2.2%. Patient satisfaction (P <0.05), nomination of satisfied nurses (P <0.01), nomination of dissatisfied nurses (P <0.05), and online patient feedback (P <0.01).
Conclusion   Hertzberg two-factor theory emphasizes the inducement to meet the demand and motivation. In the application of improving the inpatient satisfaction, the nursing quality theory is continuously improved, promotes the virtuous cycle of nursing quality, and enhances the scientific nature of nursing quality management.