人性化护理服务在我院的应用体会

Application of humanistic nursing service in our hospital

目的探讨人性化护理服务模式,提升护理服务品质。方法通过对就医环境和程序、护理治疗、生活护理人性化服务的实施,采用护理质量考评问卷和满意度调查问卷,对我院2007年、2008年出院的患者进行评价,比较实施前后的效果。结果患者对护理服务的综合满意度由94.30%上升为97.10%,对健康教育、排忧解难、生活照顾、护患关系的满意度由93.80%上升为98.00%。护理质量考评问卷综合评价"优质"由92.00%上升为96.00%。结论人性化护理服务有效提高患者的满意度,调动了护士的积极性和创造性,提升了护理服务品质和医院的声誉,增强了医院的核心竞争力。

Objective To discuss the humanistic nursing service model to improve the quality of nursing services. Methods In 2008, the humanistic nursing service model was implemented in the aspects of treatment environment and procedures, nursing and treatment servies, and daily life care. A nursing qualities assessment questionnaire and a satisfaction questionnaire were used to investigate the patients discharged from our hospital in 2007 and 2008. Results Compared with the situation in 2007 ,the comprehensive satisfaction increased from 94.30% to 97.10% in 2008 ,and the satisfaction degree in aspect of health education, solving the problems,life care, and nurse - patient relationship increased from 93.80% to 98.00% also, and the high quality rate of comprehensive evaluation by the nursing qualities assessment questionnaire increased from 92.00% to 96.00% in 2008. Conclusion The implement of humanistic nursing service model could effectively increase patient satisfaction, motivate nurses＇activity and m＇eativeness,improve the quality of nursing and the prestige of hospital, and enhance the core competition ability.