开展优质护理服务过程中遇到的问题及对策

Problems and countermeasures during the enforcement of high quality nursing service

目的本文就神经外科启动、推进“优质护理服务示范工程”过程中遇到的问题及采取的对策进行总结与介绍。方法发挥护士长在转变病区不同层次人员思想认识上的关键作用；在管理到位的基础上转变工作模式；完善培训方法，提高护士胜任力。结果开展“优质护理服务示范工程”活动后，患者的满意度高于活动前、护士工作存在问题少于活动前。结论开展“优质护理服务示范工程”活动可以改善护理服务，规范护理行为，提高护理质量及患者满意度。

Objective To investigate the problems and countermeasures during the course of start-up and sustainability of demonstration project on high quality nursing service in neurosurgery department. Methods The actions we took to deal with these problems were：to let the head nurse play the most important role to convert the perspective of all employees, to change the working mode based on effective management and to consummate training measures to improve the competency of nurses. Results After the conduct of the project, patient satisfaction with nursing service was higher than before and the nurses made fewer mistakes at service as well. Conclusions The enforcement of high quality nursing service demonstration project may improve the nursing service, standardize nursing acts and increase nursing quality and patient satisfaction.