全面推进优质护理服务 提高患者的满意度

目的探讨推进优质护理服务的方法,旨为患者提供人性化服务,进而提高患者的满意度。方法实施提高护理人员的思想意识,树立"陪而不护"的理念,借鉴他人的经验,采取无缝隙的工作制度,实行个性化排班,实施垂直管理和护理绩效考核与晋升评优挂钩等措施。结果护理人员对创优服务认知程度的优秀率均在70.0%以上。创优服务前患者的满意度为86.7%(98/120),创优服务后患者的满意度为95.8%(115/120),创优服务前后比较,χ2=4.97,P<0.05,差异具有统计学意义。结论创建优质服务使护理人员服务的主动性、及时性得到提高,真正做到了"一切为患者着想"的人性化服务。

Objective To investigate the method for advancing high quality nursing so as to increase the satisfaction rate of patients. Method The concept of ＇accompanying but not nursing＇ was advanced for enhancement of nurse＇s ideology, the no-gap work system and individualized shifting were adopted, and association of nursing performance assessment with promotion was implemented. Results After implementation of those measures, the excellence rate in the recognition of nurses with high quality service was 70.0%. The satisfaction rate rose from 86.7% （98/120） before implementation to 95.8% （115/120） after that （X2 =4.97, P 〈 0.05）. Conclusion The activity of ＇providing high quality service＇ can enhance goaheadism and promptness of nurses and realize the humanism service for patients.