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目的：了解ICU 患者家属对现有医疗护理服务质量的满意程度，为今后医疗护理服务质量的改善提供科学的依据。方法：采用Wasser 的" 危重患者家属满意度量表" 中文版对符合入选标准的危重患者家属进行问卷调查。运用SPSS17.0 进行统计分析。结果：共145 名ICU 患者家属完成问卷，其中男性83 名，女性62 名。危重患者家属满意度量表总得分很高（91±9），五个因子得分从高到低依次是舒适（5±0.50）、病情保证（4.75±0.625）、获得支持（4.67±0.50）、获取信息（4.40±0.60）和接近患者（4.33± 0.67）；其中满意度最高的一项" 护士护理病人的质量情况"，满意率高达100%；满意度最低的一项是" 探视时间的弹性"。结论： ICU 患者家属对现有医疗护理服务质量具有较高的满意度；更好的提高ICU 患者家属满意度，改善医疗护理质量，需加强医务人员与家属的沟通，增进医护间的合作。

英文摘要:

Objective: The aim of the study is to understand family members' satisfaction with the care that they and their critically ill relative received, and to provide scientific basis for the quality improvement of health care services in the future. Methods: The Chinese Version of Wasser' critical Care family Satisfaction Survey (CCFSS) was used to survey all the participants matched with the inclusion criteria. The data obtained are computed and analyzed via SPSS Version 17.0. Results: 145 family members of ICU patients finished the questionnaires ,of which 83 was men, and 62 was women. The family members had a high level of satisfaction (Median±IQR, 91±9), results among the 5 aspects of the family member' satisfaction, the main satisfactions were comfort ( 5±0.50), assurance (4.75±0.625), support (4.67±0.50), and information (4.40±0.60), and proximity (4.33±0.67); Families reported the greatest satisfaction with "Quality of care given to my family member", the satisfaction rate is 100%, the lowest satisfaction with "Flexibility of visiting hours". Conclusion: Most family members were highly satisfied with the current health care services in the intensive care unit. Efforts to improve the communication with families and the doctor-nurse collaboration are likely to lead to improvements in satisfaction and quality care.

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