护患角色情景模拟在护理服务质量管理中的应用

Application of Situational Simulation of Nurse-patient Roles in Management of Nursing Service Quality

目的探讨护患角色情景模拟在护理服务质量管理中的应用效果。方法选择主题中需探究的问题进行情景构思;护士选择角色,护士长布置有针对性的观察思考任务;以点代面,在全院开展护患角色情景模拟学习讨论。结果100%的护士对护患角色情景模拟的学习交流形式感兴趣;98.4%的护士认为对自己今后的工作有指导作用;97.5%的护士认为情景模拟中的规范服务型护理在临床工作中能做到。5个情景模拟中规范服务型护理在实际工作中容易做到的依次为:白班新病人入院接待100%,皮内试验99.0%,查体温97.3%,夜班收治新病人90.0%,接待咨询者74.0%。11月份全院护理服务质量满意度为97.9%,比9月份上升2.9%。结论护患角色情景模拟在护理服务质量管理中的应用是提高护理服务质量的有效途径。

Objective To probe into application of situational simulation of nurse-patient roles in management of nursing servicequality. Methods A topic involving a researchable problem was selected to form a situational conception. The nurses picked up theirroles and were given tasks for observation by head nurse. All the nurses in the hospital attended the study and discussion ofsituational simulation of nurse-patient roles. Results 100% of the nurses were interested in situational simulation of nurse-patientroles, 98.4% thought it will be instructive in the following work and 97.5% thought they could carry out the standardized nursingservice in the simulation practice. Five standardized nursing service items which were easy to perform included in order reception ofnewly-hospitalized patients in day duty （100%）, dermal test （99.0%）, checking body temperature （97.3%）, reception of newlyhospitalized patients in night duty （90.0%） and meeting those needing consultation （74.0%）. In November, the comfort degree withnursing service of the hospital was 97.9%, going up by 2.9% compared to September. Conclusion Situational simulation of nursepatient roles is effective for the improvement of nursing service quality.