摘要
目的探讨对患者实施温馨优质服务的方法,以提高护理质量及患者满意度。方法制定“温馨服务承诺”活动条例,下发到每位护理人员,同时进行相关培训及督促检查,在活动开展前及开展3个月后分别用自编的“患者对病区护理服务质量评价表”和“患者对病区责任护士满意度评价表”对70例住院患者进行问卷调查。结果“温馨服务承诺”活动实施后患者对护理服务质量及责任护士的满意度显著高于活动前(P<0·05,P<0·01)。结论护士在“温馨服务承诺”活动中重视对患者进行人性化服务,既加强了自身素质又有利于提高护理质量和患者满意度。
Objective To discuss the methods of offering warm service in order to improve the nursing quality and the inpatients＇ satisfaction. Methods The rules of warm service promise were formulated and handed out to every nursing staff. The correlative education and control were carried out at the same time. Before conducting the activity and 3 months later, 70 inpatients were investigated by the self-made questionnaires-evaluation on the nursing service in the department of impatient and degree of satisfaction with the nurse in charge in the department of impatient. Results The inpatients＇ satisfaction rate was greatly increased after conducting the activity （P〈0.05, P〈0.01）. Conclusion By providing humanistic service in the activity-warm service promise, the nurses have enhanced their character. Moreover, the quality of nursing service and the rate of the patients＇ satisfaction has been irnproved.
出处
《护理学杂志（综合版）》
2006年第6期47-49,共3页
Journal of Nursing Science
关键词
住院患者
整体护理
满意度
inpatients
holistic nursing
satisfaction rate
