急诊科实施优质护理服务的体会

Experience of implementing high quality nursing service in emergency department

目的:探讨优质护理服务在我院急诊科的实施方法及效果。方法:针对急诊科的特点,将"以人为本,以病人为中心"的服务理念融入到对患者的护理服务中。加强对护理人员管理,强化专科知识、急救技能培训,提高护士的业务水平,转变服务理念,改变护理工作模式,明确岗位职责,弹性排班,严格护理人员绩效考核,细化满意度调查。保持绿色通道的畅通、实行急危重症患者"先抢救,后交费"的抢救原则。落实急诊患者无缝隙管理模式以优化就诊、服务流程,优化就诊环境,进行人性化管理等。结果:急诊护理工作质量明显提高,患者及医生对本科室护理工作的满意度也明显提高。结论:在急诊科实施优质护理服务,提高了护理人员工作积极性,提升了护士的整体素质,减少护患纠纷,营造良好的人文服务氛围,构建和谐护患关系,取得了患者满意、医院满意、政府满意、社会满意的良好效果。

Objective:To explore the implementation methods and effect of high quality nursing service in the emergency department of our hospital.Methods:according to the characteristics of emergency department,the concept of 'people oriented,patient centric' service was integrated into the care of patients.Moreover,Enhance the management of nursing personnel,strengthen specialty knowledge and training on first aid skills,improve the professional skill of nurses,change the service concept and the nursing work mode,clear responsibilities,keep flexible scheduling and strict performance appraisal of nursing staff,and refine the satisfaction survey.Keep the Easy Access unimpeded,and implement the principle of 'rescue first and payment second' for critically ill patients.Implement the seamless management mode of emergency patients to optimize the treatment and service processes,improve the treatment environment,and carry out human-based management.Results:the quality of emergency nursing work was obviously improved,and the satisfaction of patients and doctors to the Department of nursing work was also significantly improved.Conclusion:Implementing high quality nursing service in the Emergency Department has improved the enthusiasm of nursing staff and the overall quality of nurses,reduced nurse-patient disputes,created a good atmosphere of humanistic service,and established harmonious relationship between nurses and patients,which satisfies the patients,the hospital and the government as well as the society.