摘要
目的探讨关键接触点管理在改善住院患者就医体验中的应用效果。方法采用问卷调查的方法对723名住院患者进行关键接触点的调查,提取患者认为的关键接触点,建立关键点服务标准流程,指导护士临床工作。结果应用关键接触点服务标准规范护理服务流程后,住院患者总体满意度及单项指标满意度均提升(P<0.05)。结论以患者需求为导向的关键接触点管理,能规范护士行为,提升主动服务意识,提高患者满意度,改善就医体验。
Objective To analysis the application of the key contact points management in improving the experience of patients. Methods A questionnaire survey was used to investigate the key points of contact in 723 hospitalized patients, and the key points of contact were extracted and the critical points of service standards was established to guide the clinical work. Results The key point of contact service standard nursing service flow could contribute to the satisfaction of patients（P〈0.05）. Conclusion Good management of key points of contact to meet the patients’ could regulate the behavior of nurses, enhance the awareness of active service, improve patient satisfaction, and improve the experience of medical treatment.
作者
郑丽霞
杨清强
龚娜
王玉琼
朱翠明
Zheng Lixia;Yang Qingqiang;Gong Na;Wang Yuqiong;Zhu Cuiming(Department of nursing, Guangyuan Third People’s Hospital,Guangyuan,Sichuan, 628001,China)
出处
《当代医学》
2018年第15期7-9,共3页
Contemporary Medicine
关键词
关键接触点
住院患者
就医体验
满意度
Key contact point
Inpatient
Medical experience
Satisfaction
