摘要
目的通过护理服务绩效管理,提高护士的服务质量,提升病人满意度。方法通过对病人、医生的访谈和问卷调查,了解住院病人的护理需求;制订病区护理服务绩效目标和21项考核指标;对全院护理人员进行服务理念及绩效目标的培训;应用绩效管理模式对护理服务质量进行管理。结果住院病人综合满意度从75.16%上升到93.77%。结论应用护理服务绩效管理模式,明确了服务目标,有效规范了护士的服务行为,提高了护理服务质量和病人的满意度,同时激发了护士为病人服务的工作热情,构建了和谐的护患关系。
Objective To practice nursing services performance management （NSPM） model,and thereby to improve the quality of nursing service and increase patients＇ satisfaction, Methods The interviews and questionnaire survey were conducted on the patients and doctors to investigate inpatients＇ demands on nursing services. Then,we established the objectives and 21 indexes of NSPM,provided training for the nursing staff about the service ideas and the objectives of NSPM,and applied the nursing services performance management model in nursing quality control. Result The inpatients＇ satisfaction raised from 75.16% to 93.77%. Conclusion The application of NSPM model can make clear of the objectives of nursing services,standardize nursing behaviors, improve the quality of nursing,increase patients＇ satisfaction,motivate nurses＇ working enthusiasm and facilitate harmonious nurse-patient relationship.
出处
《护理管理杂志》
2008年第5期34-35,共2页
Journal of Nursing Administration
基金
上海市科委"登山计划"资助项目(064119652)
关键词
护理服务
绩效管理模式
住院病人
满意度
nursing service
performance management model
inpatient
satisfaction
