门诊导医实施感动服务的研究

Study on Implementation of Touching Care in Outpatient Department Consulting Practice

目的探讨实施感动服务提升门诊患者满意度的效果。方法将320例患者按时间顺序分为对照组(160例)和实施组(160例),对照组采用常规方法进行导医,实施组采用感动服务方法进行导医,包括对医护人员进行感动护理理念和人文关怀有关知识的培训、制定服务流程标准、个性化服务、为特殊患者提供"绿色通道"、提供优惠的服务条件并增加细节服务等措施。实施半年后进行调查。结果实施组服务态度、形象感觉、门诊环境、咨询服务、就诊等候、来院复诊等6项评分显著高于对照组(P<0.05,P<0.01)。结论根据服务对象需求为导向实施感动服务,可提高患者满意度,提高门诊导医服务质量。

Objective To enhance outpatients＇ satisfaction by implementing touching service. Methods A total of 320 patients were divided into a control group （n= 160） and a study group （n=160） equally based on the chronological order of admission time. The controls were subjected to routine consulting service, while those in the study group were given touching service as follows： Doctors and nurses were trained for knowledge on concept of touching service and huma- nistic care; standards of service process were established; personalized care, green-passage service for special patient, good quality conditions and detaited service were provided. Results The scores of nurses＇ service attitude, appearance, clinic environment, explanation, waiting orders, and recheck evaluated by the patients showed significant differences between the two groups （P〈0.05, P〈0.01）. Conelusion Implementation of touching service based on patients＇ demands can enhance their satisfaction and improve the quality of outpatient department consulting service.