角色定位理论在护理管理中的应用

目的观察角色定位理论在护理管理中的应用效果。方法根据角色定位理论,从确定角色、设计形象、特色服务和不断调整4方面对护理人员进行培训。结果引进角色定位理论前后护理服务质量比较,均P<0.0`1,差异有统计学意义。病人满意度由93.6%上升为99.3%;护理投诉由0.2‰下降为0.03‰;护理纠纷率由0.07‰下降为0.01‰,经统计学分析,P<0.01,差异有统计学血意义。结论角色定位理论在护理管理中的应用可使护理人员转变服务观念,提升护士整体形象,提高护理服务质量。

Objective To observe the application effect of the role orientation theory on nursing management. Method Nurses received comprehensive training in four aspects of role determination, image design, featured service and constant adjustment based on the role orientation theory. Results There were significant differenes in patients＇satisfaction, nursing complaints and nursing disputes before and after applying the role orientation theory. Patients＇ satisfaction increased from 93.6% to 99.3%; nursing complaints decreases from 0.2‰ to 0.03‰; nursing disputes decreased from 0.07‰ to 0.01‰. Conclusion The role orientation theory changed service concept in nurses, promoted nurses＇ image, and enlarged service scope.