优质服务模式在老年护理工作中的应用体会

目的:探讨护理优质服务模式,提升护理服务品质。方法:通过对就医环境和就医程序、护理治疗、生活照顾、便捷服务等的实施,每月对在科全体病人满意度问卷调查和每季度护理质量综合考评,对我科2007年和2008年护理综合目标质量考核结果和服务满意度评价进行分析,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07年的96.6%上升为08年的99.8%,特别对健康教育、排忧解难、生活照顾、护患关系的满意度由原来的07年的95%上升为08年的99.9%,护理质量考评全院内科系排名由07年的第17名上升为08年的第6名并持续稳定考核排名靠前。结论:优质服务模式的应用有效提高了患者的满意度,调动了护士的积极性和创造性,提升了服务品质和医院的声誉,明显增强了科室和医院的核心竞争力。

Objective：To discuss the premium service model in the nursing so as to improve the nursing quality.Method：By monthly questionnaire for all the patients in the department and quarterly comprehensive quality criteria on the hospitalizing environment,its process,nursing care,life care,professional and convenient service,and by compared analysis for our department on the overall comprehensive service and comments on the satisfaction in the 2007 and 2008.Results：The comprehensive satisfaction on the nursing service goes up form 96.6% in 2007 to 99.8% in 2008,moreover,on the health education,psychological relief,life care,the relationship between nurses and patients,has increased from 95% in 2007 to 99.9% in 2008,and the quality of the comments from the nursing has listed up to 6th in 2008 from the 17th in 2007 and has been keeping on the forward list stably.Conclusion：The premium nursing model application has improved the satisfaction of patients,the nurses’ initiative and creativity,the quality of nursing and reputation of hospital,and obviously has strengthen the core competence of the department and hospital.