《护理礼仪行为规范》示范片在医院服务品牌建设中的实施与效果分析

The Implementation and Effects of Nursing Etiquette Codes of Conduct in Brand Building of Hospital Service Culture

目的:通过创建具有我院特色的护理服务品牌,探索打造护理服务品牌的有效措施,进一步提升我院护理服务文化。方法:成立护理服务品牌创新管理组,制作《护理礼仪行为规范》示范片,打造以礼仪为主题的护理服务品牌,不断提升护理文化建设层面,采用满意度表调查法,进行护理服务品牌创建的实施效果分析。结果:优质护理服务和礼仪行为规范相结合,从服务内容到服务形式都更具体、更实用、更全面地满足患者的需求,患者对护理服务综合满意度为96.37%,较2009年同期提高6.61%,医务人员满意度为92.54%,其差异具有统计学意义(P<0.05)。结论:提高了护士的综合素质和患者满意度,并进一步提高了医院的服务文化及综合实力。

Objective: Through the creation of the hospital characteristic care services brand,to explore effective measures to build the brand of care services,to further enhance hospital care service culture.Methods: An analysis of the effect created by nursing service brand through satisfaction survey table.Results: The combination of quality care and etiquette code of conduct,make services and the forms of service more specific,more useful,more fully meet the needs of patients.Patient care services satisfaction was 96.37% and 6.61% over the same period in 2009,the medical staff satisfaction was 92.54%,the difference was statistically significant(P<0.05).Conclusion: Improving the overall quality of the nurse and patient satisfaction,and further improving the service culture of the hospital and the overall strength.