摘要
目的探讨建立体现人文关怀的就诊前—就诊时—就诊后全程人性化护理服务模式。方法提高服务意识,优化服务流程。结果门诊护理工作的满意度提高5个百分点,护理投诉及纠纷明显减少,所占比例由4.7%下降到0.8%。结论门诊患者全程人性化护理服务模式的建立和实施增强了护理人员的服务意识,提高了门诊服务质量。
Objective The discussion manifests of the humanities concern, provides the convenient high-quality service and warmly for the outpatient, establishes before the seeing a doctor-when the seeing a doctor-seeing a doctor entire journey user friendly nursing service pattern. Methods Raises the service consciousness and the optimized serviee flow. Before seeing a doctor： Implements to ask the responsibility system, the patient explanation question, the accurate advance distribution examine; when seeing a doctor： The development minute examines leads the language, Health education; after seeing a doctor： Delivers the inspection, the treatment, in hospital; free mail examination report, compassion card and so on. Results The degree of satisfaction of the outpatient nursing service work enhances 5 percentage points, the nursing suit and the dispute reduces obviously, accounts for the proportion from 4.7% to drop to 0.8%. Conlusions The establishment outpatient nursing service entire journey pattern and the implementation strengthened nursing statt＇s service consciousness, improved the outpatient nursing grade of service.
出处
《中国卫生质量管理》
2007年第6期35-36,共2页
Chinese Health Quality Management
关键词
门诊
人性化服务
管理
outpatient department
humanity service
management
