谈“五声”服务在门诊护理工作中的应用

Application of Five Voices Service in Nursing Practice in Out-patient Department

目的探讨"五声"服务在门诊护理工作中的应用效果。方法制定"五声"服务标准(即回答声、道歉声、感谢声、问候声、交待声),提高认识并逐项落实,定期进行护理质量检查。在服务实施前后采用门诊患者满意度调查表进行相关项目的比较。结果 "五声"服务提高了患者的总体满意度和门诊护士的自身素质。结论在门诊护理工作中开展"五声"服务有利于提高门诊人性化服务水平,是提高医护人员整体素质和形象的重要举措。

Objective To explore the effect of the five voices service applied in nursing pratice in out- patient department. Methods The standards of the five voices service,including the voices of answer,apology, acknowledgement, greeting and order, were established. By reinforcing the awareness, the five voices service was implemented item by item and nursing quality would by inspected regularly. Then the out- patients＇satisfaction was investigated with questionnaire survey to compare the nursing effects before and after the implementation of the five voices service. Results The patients＇ overall satisfaction and nurses＇ own quality were improved with the implementation of five voices service. Conclusion The five voices service helps enhance the humanized service in out-patient department, and provides an important measure to improve the overall quality and image of the medical workers.