优质护理服务在内分泌科的应用体会

Application of High Quality Nursing Service in Department of Endocrinology

目的为了提高患者护理服务满意度,保持良好的护患关系,打造特色服务专科,在内分泌代谢科开展优质护理服务。方法从2011年3月开始实施优质护理服务,通过认真学习相关文件,转变观念;制订相关项目及标准;科学安排,实行弹性排班;加强学习训练,提高服务质量;根据专科特色设立岗位;开展形式多样的健康教育工作;努力营造温馨的住院环境;每月举行伤病员座谈会;每月发放伤病员护理服务满意率调查表;评选优质护理服务之星和爱心天使等措施,打造特色服务专科。结果实施优质护理服务后,患者在护理服务满意率、护理技术操作水平、基础护理完成情况、健康教育知晓率四个方面的满意度均明显高于实施优质护理服务前。实施优质护理服务前后比较差异有统计学意义,P<0.05。结论通过一系列的举措,打造特色服务专科,取得了满意的效果。优质护理服务有力地提高了护理工作质量,增加了护士工作的积极性与自觉性,提高了患者的满意度。

Objective： To improve the patients satisfaction with nursing service, maintain a good relationship between nurse and patients, create characteristic nursing service. Methods： Since March in 2011, the high quality nursing service was carried out, by carefully studying related documents, changing ideas; formulating related items and standards; scientific arrangement of flexible scheduling; strengthening training and improving service quality; setting up posts according to the training characteristic; carrying out various forms of health education; building sweet hospital environment ; holding symposium in patients every month ; monthly survey of patients satisfaction by service questionnaire; selecting high quality nursing service stars in nurses, in order to build characteristic nursing service. Results： After the implementation of high quality nursing service, nursing service satisfaction, nursing technical operation level, completion of basic nursing, health education were significantly higher than before. （ P 〈 0.05 ）. Conclusions： A series of measures to build characteristic nursing service were carried out with good satisfactory results. High quality nursing service effectively improved the nursing quality, increased the nurse work enthusiasm and conscientiousness and raised the satisfaction of the patients.