人性化服务在门诊输液室的应用

Application of human services in the outpatient infusion room

目的:探讨人性化服务在门诊输液室的应用。方法:对门诊输液室采取改变传统模式,更新服务观念;输液流程的改进;弹性排班;人员加强培训,提高穿刺成功率;健康教育贯穿始终;对就医环境的持续改善,积极营造人性化的服务氛围等一系列的人性化服务措施。结果:我科两年来责任投诉为零,满意度连续达95%以上。结论:对门诊输液室采取人性化的服务能改善护患关系,为医院赢得良好的信誉和社会效应。

Objective：To investigate the application of human services in the outpatient infusion room. Methods：In outpatient infusion room,changed the traditional model,updated the concept of service; improved infusion process; took flexible scheduling; enhanced training and improved the success rate of puncture; health education were taken through to the end; continuous improvement on the medical treatment environment,and actively created personalized service atmosphere and a series of personalized service measures. Results：There were zero complaint of responsibility,continuous period of more than 95% of satisfaction in our department during two years. Conclusion：To take personalized service to improve nurse-patient relationship in outpatient infusion room,the hospital would won a good reputation and social effects.