四级服务失误补救模式在老年科的应用

Application of the four-level remedial mode for service errors in geriatrics department

目的提高老年科护理服务质量。方法运用服务补救理论,开发老年科护理服务失误上报系统,建立老年科失误补救奖惩制度,培训四级服务失误补救模式和流程,及时发现失误及时进行补救。结果有效防止了护理投诉和纠纷的发生,患者满意度提高(P<0.01或P<0.05)。结论四级护理服务失误补救模式促进了护理质量和患者满意度的提高,值得在临床推广。

Objective To improve the quality of nursing service in geriatrics department. Methods Based on the service recovery theory the measures ineluded developing the reporting system for nursing service errors, establishing the rewards and penalties system for nursing errors, and carrying out the training a- bout the four - level remedial mode and procedures in geriatrics departments, so as to detect errors timely. Results The mode effeetively prevented from the oc- currence of complaints and disputes about nursing work, and the satisfactory degree of patients was improved （ P 〈 0.01 or P 〈 0.05）. Conclusion The four - level remedial mode for nursing service errors can improve the quality of nursing and patient satisfaction so it is worthy of application in clinieal nursing.