医院门诊开展优质护理服务的实践与成效

Practice and effects of carrying out high quality nursing service in hospital outpatient department

目的医院门诊是医疗服务窗口单位,护理服务有"人性化、专业化、规范化"的要求。文中探讨医院门诊开展优质护理服务的方法与实施效果。方法根据门诊特点,树立全员优质护理服务理念,改革护理工作模式,加强流程改进,全面履行护士岗位职责,加强护理人才队伍建设并进行效果评价。结果患者总体满意度由活动前的95.0%上升至96.9%;实现患者零投诉。结论加强门诊特色优质护理服务实践,能有效提升门诊护理质量:在提高患者满意度的同时提高护士工作的积极性,稳定护理队伍。

Objective Clinic and operation room should reflect the humanistic, specialization and standardization nursing service, which is demanded by the Ministry of Health. The outpatient department in our hospital has carried out high quality nursing service. The aim of this study is to summarizes the process and effects of carrying out high quality nursing service in hospital outpatient department. Methods According to the feature of outpatient department, a full high quality nursing service concept was estab-lished, the nursing work mode was reformed, the process improvement was strengthened, the nurse job responsibilities were fully im- plemented, the construction of nursing personnel was strengthened, and the effects were evaluated. Results The patient satisfaction rate was increased from 95.0% to 96.9%, 0.5 hours average treatment time was shortened and patient reported zero complaint. Conclusion Strengthening the practice of high quality nursing service can effectively improve the quality of outpatient care, improve patient satisfaction, promote nurse work motivation and stable nurse team.