摘要
目的探讨优质护理服务在健康体检全流程中应用的效果。方法采取创新服务理念、持续护理质量管理、完善人性化服务等方法为体检客户提供优质护理服务,并对实施前后客户满意度和护理质量的相关指标进行分析。结果实施优质护理服务后,护理投诉和护理缺陷明显减少,且客户满意度中的体检流程、技术操作、服务态度、导检指引、健康教育、环境卫生较实施前均有明显提高,差异有统计学意义(P<0.01)。结论优质护理在健康体检中能有效提升客户满意度和提高护理质量,值得临床推广应用。
Objective To investigate the application and effect of quality care in the process of health examination.Methods Adopt the innovative service concept,consistent quality care management personalized services and other ways to provide quality services for physical examination customers,and compare the related indicators of customer satisfaction and quality care before and after the implementation of activities.Results After the implementation of high quality care,nursing complaints and nursing defects are significantly reduce,physical examination process,technical operation,service attitude,guide for guidance,health education and environmental sanitation are have improved obviously,and the differences all have statistical significance（P〈0.01）.Conclusion Providing high quality care services during health examination process not only can enhance the customers＇ satisfaction but also would improve the quality of care.
关键词
优质护理
健康体检
实践
Quality care
Health examination
Practice care management
