摘要
目的:强化以患者为中心的服务理念,优化人员素质,强化服务意识,建立完善的服务规范,提高护理服务技巧和服务水平。方法:开展"创优质服务,促医疗安全"活动,制定工作方案,落实工作措施,通过对全院护理人员进行护理服务类型、仪容仪表自我评价、护士形体语言评价和打电话测验4个内容调查,分析结果。结果:护理人员的行为规范、仪容仪表和自身价值得以提升,护士整体素质明显提高,护士更加贴近患者,让患者满意。结论:创优质服务,调动了护士的工作积极性,全面提升了护理人员的整体素质,建立了自己的服务品牌,提升了医院形象。
Objective： Strengthen the patient-centered philosophy of service,optimize the quality of personnel,enhance service awareness,establish and improve service standards,improve care and service skills and service levels.Methods： Carry out the ＂creative services,and promote medical safety＂ activities,the program of work,implementation of measures carried out by nurses on hospital-wide nursing service type,appearance of self-evaluation instrument,the nurses called body language tests in four content evaluation and investigation,analysis results.Results： Nurses code of conduct,appearance and instruments to enhance their value,significantly improving the overall quality of nurses,nurses closer to patients,so patient satisfaction.Conclusion： Creative services,mobilized the enthusiasm of nurses,nursing staff and improved the overall quality of service to establish its own brand,enhance the image of the hospital
出处
《中国当代医药》
2010年第22期197-198,201,共3页
China Modern Medicine
