摘要
目的加强对护理人员素质培训,转变观念,不断提高服务质量和患者满意度。方法重新制订护理质量标准,规范服务行为,制订"爱心天使"护理标准,服务设施人性化,制订文明用语等。结果患者对护理工作满意度、健康教育覆盖率均提高(P<0.01)。结论推行"爱心天使"护理服务,可以提高患者满意度。
Objective To strengthen quality training of nursing staff, change ideas, improve the quality of nursing and increase patients＇ satisfaction continuously. Methods The measures included modifying quality standards,standardizing nursing behaviors,formulating ＂angel＂ nursing standards,improving service instruments with humanity, and establishing civilized nursing language. Results The patient and relatives satisfaction as wen as the cover rate of health education were significantly increased （ P 〈 0.01 ）. Conclusion The practice of ＂angel＂ nursing brand can increase the patients＇ satisfaction.
出处
《护理管理杂志》
2009年第7期25-26,共2页
Journal of Nursing Administration
关键词
护理服务
服务行为
质量标准
nursing service
service behavior
quality standards
