开展优质护理服务的实践与成效

The Practice of Quality Nursing Service and Its Effect

目的探讨优质护理服务实践并评价其成效。方法通过明确创优目标、强化创优服务意识、创新护理排班模式、完善护理常规及工作指引、开展灵活多样的健康教育、执行务实的基础护理方案、拓展护理服务新技术、完善三级护理质量监控和实施严谨的绩效考核制度等举措。结果开展创优一年以来,护士工作积极性提高,无护理纠纷、差错和病人投诉发生,患者满意度从92.6%上升至99.2%,患者健康知识知晓率从45.4%上升至99.4%。结论开展优质护理服务,能增进护患沟通,促进护理队伍不断改进工作中的不足,保障医疗安全,促进医、护、患更和谐。

Objective To explore the practice of quality nursing service and discuss its effect. Methods Confirming the objective of quality nursing service, strengthening awareness about it, innovating the mode of shift schedule, creating nursing routines and guidelines,giving various health education, executing basic and pragmatic nursing program, developing new technique of nursing service, consummating three-grade monitoring of nursing quality, implementing strict assessment system and so on. Results Nurses＇ working positivity had increasd. No nursing dispute, medical accident or patients＇complaint happened in the last year. Patients＇ degree of satisfaction rose from 92.6% to 99.2% and the awareness rate of health knowledge rose from 45.4% to 99.4%. Conclusions Developing nursing servicee can promote communication between nurses and patients, impel nurses to improve shortcomings in daily work continually, ensure medical safety and make more harmonious relationship between doctors, nurses and patients.