多元化的礼仪培训在门诊护理服务中的意义

目的:探讨多元化的护理礼仪培训在门诊护理服务工作中的作用。方法:收集笔者所在三甲医院门诊就诊200名患者作为研究对象,其中2015年10月前100名门诊就诊患者为对照组,10月后新门诊楼开诊以来100名就诊患者为实验组。对照组给予传统的常规门诊护理服务,实验组采用以患者为中心的优质护理模式,在常规护理的基础上给予专业化的护理礼仪培训,比较两组在就诊过程中护理服务满意度,其中包括服务态度、文明用语、微笑服务、护理礼仪、技术操作、主动服务、健康教育、护士形象等诸多项目内容。结果:实验组门诊就诊患者服务满意度由原来的66.38%提升至90.50%。服务满意率提升24.12%,投诉率也有明显下降,由原来的5.86%下降至1.00%,低于对照组4.86%,具有统计学意义(P<0.01)。结论:多元化的礼仪培训可以增强护理人员的整体素质、提高服务态度满意率、提升护理质量,为医院创建"品牌"树立了良好的窗口形象,因此多元化的护理礼仪培训在门诊优质护理工作中起着至关重要的作用。

Objective:To explore diverse nursing etiquette training in the application of the nursing work.Method:The collection of the author`s 3armour hospital clinic 200 patients as the research object.Of 2015 before October 100 clinic patients as control group.Since the new outpatient service building begin after October 100 clinic patients as experimental group. The control group given the traditional routine outpatient nursing service.Used by taking patients as the center of high quality nursing mode.On the basis of conventional nursing care for the specialized nursing etiquette training.Compare two groups in the process of clinic nursing service satisfaction,Including the service attitude,civilization terminology,smiling service,nursing etquette,technical operation,active service, health education and nurse image,and many other content of the project.Results: Experimental group patients with clinic service satisfaction increased from 66.38% to 90.50%, service satisfaction rate increase 24.12%.Measured also have obvious drop, fell to 1.0% from 5.86%, lower than the control group 4.86%.with statistical significance(p<0.01). Conclusion: Diversity of etiquette training can enhance the whole quality of nursing staff, Improve patient satisfaction and service attitude, Improving the quality of nursing,Set a good window for hospital to create brand service,Therefore,diversification of nursing etiquette training in the clinic nursing quality plays a vital role.