人文护理要素在优化护理服务流程中的应用研究

Effect of Humanistic Care on Optimization of Nursing Service Process

目的探讨将人文护理要素应用于优化护理服务流程中的方法和效果。方法通过选择关键控制点优化十大服务流程,将人文护理要素融入护理服务流程中,对比实施前(2013年度)和实施后(2014年度)住院患者、医生、护士对护理服务/工作的满意度进行效果评价。结果住院患者对护理服务的满意度评分2014年度明显高于2013年度(91.21±8.66 vs 87.86±10.62,t=14.103,P=0.000);医生对护士工作满意度评分2014年度显著高于2013年度(95.41±5.90 vs 90.43±9.08,t=11.377,P=0.000);护士对护理工作满意度评分2014年度明显高于2013年度(93.21±7.13 vs 89.48±10.21,t=10.237,P=0.000)。结论将人文护理要素融入护理服务中效果显著,能明显提高患者、医生和护士三方对护理服务/工作的满意度,值得借鉴推广。

Objective To explore the method and effect of humanistic care on optimizing nursing care process. Methods Humanistic care elements were integrated into the nursing process by optimizing ten service processes through key points control method. The satisfaction of inpatients, doctors and nurses toward nursing work before （2013） and after the integration （2014） were compared to evaluate the effect. Results The scores of inpatients＇, doctors＇ and nurses＇ satisfaction with nursing services in 2014 were significantly higher than that in 2013 （91.21±8.66 vs 87.86±10.62, t=14.103, P=0.000; 95.41±5.90 vs 90.43±9.08, t=11.377, P= 0.000; 93.21±7.13 vs 89.48±10.21, t=10.237, P=0.000 respectively）. Gonclusion Nursing services integrated with humanistic care elements has significant effect on improving patients＇, doctors＇ and nurses＇ satisfaction with nursing services, which is worth to be popularized.