急诊科实施护理服务套餐的临床应用与研究

The clinical application and research of Emergency department care packages

目的探讨急诊科开展护理服务套餐管理模式对提高患者满意度,有效降低纠纷的效果与评价。方法针对急诊科不同的工作区域制定切实可行的护理服务套餐,对全科40名护士进行系统培训,并采用自行设计的问卷调查表对720名急诊患者进行调查。结果患者满意率由实施前85.5%提升至实施后93.05%,具有统计学意义(P<0.01);护患纠纷与投诉由实施前3例降为0例。结论采用护理服务套餐式管理提高护理服务质量和患者满意度,有效降低了护患纠纷。

Objective To evaluate care packages management to improve patient satisfaction and reduce disputes in the emergency department. Methods Develop practical care packages according to emergency department in different work areas. 720 emergency patients were investigated by 40 trained nurses through self-designed questionnaire. Results Patients satisfaction rate increased from 85.5% before the implementation to 93.05% （P〈0.01）. Nursing disputes and complaints reduced from 5cases before to 0 cases. Conclusion Care Packages-style management can improve care quality and patient satisfaction and reduce the nurse-patient disputes effectively.