摘要
为了满足病人不同层次的需求,不断提高门诊护理质量。实施人性化的服务语言(HumanizedServingLanguage)、人性化的服务行为(Hu-manizedServingBehavior)、人性化的服务环境(HumanizedServingEnvironment)、人性化的服务流程(HumanizedServingProgram)、人性化的服务品牌(HumanizedServingBrand)(以下简称“5S”)。“5S”护理服务,规范服务语言和护理服务行为,推行“18字”规范服务,优化就诊流程,开辟优先就诊通道等。融洽了护患关系,保持护理服务零投诉,提升了护士的自身价值,提高了门诊护理质量。
In order to meet the clients’different requirements and improve the quality of nursing in clinic,we performed the “5S”nursing care program,standardized nursing language and behaviors.“5S” nursing model means Humanized Serving Language,Humanized Serving Behavior,Humanized Serving Environment,Humanized Serving Program and Humanized Serving Brand.Carried out “18 Words” serving regulations,perfected the procedure of consultation,opened priority channel,and so on.This practice promoted the nurse-client relationship,achieved zero complain,improved nurses’ feeling of value and improved the quality of nursing in clinic.
出处
《护理管理杂志》
2004年第10期54-55,共2页
Journal of Nursing Administration
关键词
人性化
护理模式
门诊护理
质量
humanity
nursing model
nursing in clinic
quality
