实施服务满意工程 打造护理服务品牌

Implementing the Satisfactory Project and Creating the Service Brand

目的树立护理服务的优质品牌,提升病人的满意度。方法通过加强服务培训、开展系列活动、运用激励机制、加强监督检查等有效的管理手段,增强实施满意工程的效果。结果实施满意工程3年来,出院病人对护理服务的满意率由89.40%上升到95.94%;病人的表扬信较前增加了43%。院级服务之星70名,技术能手58名,2名护理人员评为全军模范护士,6个病区被评为“三优病区,”病区管理合格率均在98%以上,健康教育覆盖率达到100%。2002年本院顺利通过ISO9000质量体系认证审核。结论实施满意工程作为一项护理管理措施,对树立护理服务品牌、提升病人对医院品牌的信任度起到积极的促进作用。

Objective In order to build up the brand of nursing service as well as raise the satisfactory rate. Methods By a series of means, such as developing a catena activity, using inspire mechanism, reinforcing the supervision and inspection to intensify the effect of the project. Results The consciousness of service in the whole nurses has been boosted obviously, At the same time the environment of the ward becomes more human. The satisfactory rate from the discharge patients has increased 6.54%, and the amount of praising letter has increase 43%. Conclusion Implementing the satisfactory project is becoming one of the important methods of the management in prompting the forming of the service brand of nursing and increasing the patients＇ confidence in the hospital.