优质护理服务在门诊输液室的实践与效果

Practice and effect of high quality nursing care in the clinic infusion room

目的探讨门诊输液室开展优质护理服务的临床实践效果。方法根据输液室的特点，组织科室人员学习，更新服务理念，开展微笑服务、爱心服务等活动改变工作作风，加强护士培训，落实查对制度，明确岗位职责，实施个性化健康教育等措施。结果优质护理服务在门诊输液室实施后，患者对护理服务的满意度总体评价显著上升（Z=2．566，P=0．010），满意率由去年同期的91％上升到97％，其中表示非常满意的患者由原来的62％上升到78％。患者对输液室护士的穿刺技术、输液滴数准确性、输液卡的填写、服务态度、健康教育等方面的满意率较实施前提高7％。23％，差异均具有统计学意义（P〈0．05）。结论在门诊输液室实施优质护理服务，能明显地增强护士的责任感，和谐医患关系，提高护理质量，提高病人满意度。

Objective To explore the effect of high quality nursing care in the clinic infusion room in clinical practice. Methods According to the characteristics of the infusion room, we organized the nursing staff to study, renovated service concept, and promoted smiling and benevolence service for changing the working style, strengthened training for nurses, conducted examination system, distinguished duty responsibilities, and provided individualized health education. Results After development of high quality nursing care in the clinic infusion room, the degree of patient satisfaction with puncture technique and service attitude in nurses and health education was markedly improved, with significant differences. Conclusions High quality nursing care in the clinic transfusion room significantly strengthens sense of responsibility in nurses, improves doctor-patient relationship and quality of nursing, and increases patient satisfaction.