星级服务在护理管理中的应用

Application of Star servings in Nursing Management

为探讨优质高效的新型护理服务模式 ,对全院护理人员实施星级服务管理。结合各科不同工作特点制定相应的量化考评标准 ,根据护理部、科室及病人三方面的阶段性综合测评结果 ,确定四种星级护士。结果各科护理综合质量总分从 91.94± 3.2 6提高到 95 .74± 2 .0 2 ;病人满意度从 93.2 0 %提高到 99.40 % ;护士操作技术评分从82 .40± 4.84提高到 87.78± 4.13;护士“三基”理论水平得分从 90 .6 5± 6 .40提高到 94.5 2± 5 .18。提示推行星级护理既规范了护理管理 ,又规范了护士行为 ,同时 。

A new model of nursing servings with excellent quality and high efficiency was investigated to perform management of star servings to the nurses. According to the different working conditions at different departments, correspondingly quantified standard was worked out. On the basis of the examination by department of nursing care, varied sections and patients, the nurses of four kinds of star servings were appraised. The results showed that the nursing quality total score at various sections was increased from 91 94±3 26 to 95 74±2 02, the satisfaction degree of the patients from 93 20% to 99 40%, the mark of the nurses' operating skills from 82 40±4 84 to 87 78±4 13 and the “three base” theoretical score of the nurses from 90 65±6 40 to 94 52±5 18. It was suggested that implementation of star servings not only standardizes the nursing management, but also nurses' behaviors. At the same time, the comprehensive qualities of the nurses were elevated and the working fervor activated.