摘要
目的规范护理礼仪培训,提高护理人员的综合整体素质和形象,实现优质护理服务、丰富医院文化,树立医院文化品牌作用。方法建立多级层的礼仪培训系统和体系,制定常态化的培训计划,运用灵活多变的培训手段及方式进行礼仪培训、完善护理礼仪考评机制。结果我院礼仪培训已在我院开展五年,在示教、指导、练习培训工作上积累了丰富的工作经验与培训的能力。护士礼仪队承担着医院礼仪接待、揭牌、会议接待等服务工作,收到医院及院外领导的好评;通过培训使新上岗护士能够尽快适应临床护理礼仪服务要求,满足和适应不同患者的需求。通过培训护理人员体现出良好的职业素养和精神风貌,达到内强素质,外塑形象的服务宗旨;通过培训后护士的整体素质和服务意识提高了,医护沟通,护患沟通更加和谐,对患者满意度调查中综合满意率由92%上升98%,医生对护理工作的满意度由89%上升到95%,发挥了较好的作用,达到护理零投诉。建立了护士礼仪培训,进一步提高护士的整体形象和素质,促进护理服务质量的提升。在提高护理服务水平,提升医院的整体形象的同时也大大提高医院的经济效益和社会效益。结论护士礼仪培护理人文建设相结合,促进护理服务质量的提升,积极促进了医院文化品牌建设。
Objective To standardize nursing etiquette training, to improve the overall quality and image of nursing staff, to realize high quality nursing service, enrich hospital culture, and establish hospital culture brand role. Methods The etiquette training system and system of multi tier training were established, standardized training program was formulated, flexible training methods and methods were used to carry out etiquette training, and the mechanism of nursing etiquette evaluation was improved. Results Our hospital etiquette training has been carried out in our hospital for five years. It has accumulated rich experience and training ability in teaching, guidance and practice training. The nurse etiquette team undertakes hospital etiquette reception, opening and conference reception service, received hospital and hospital leaders of the masses; through training new nurses as soon as possible to adapt to clinical nursing etiquette service requirements, and adapt to meet the needs of different patients. Through the training of nursing staff to show good occupation accomplishment and spirit, to achieve strong quality, outside the plastic image service tenet; through training the overall quality of nurses and improve the medical service consciousness, communication, communication between nurses and patients more harmonious, the comprehensive satisfaction patient satisfaction survey rate increased from 92 % to 98 %, the satisfaction of the doctor the nursing work increased from 89 % to 95 %, played a good role, to achieve zero nursing complaints. Nurse etiquette training has been established to further improve the overall image and quality of nurses and to promote the quality of nursing service. In improving the level of nursing services and promoting the overall image of the hospital, it also greatly improved the economic and social benefits of the hospital. Conclusion Nurses etiquette training, nursing humanistic construction, and promote the quality of nursing services, and actively promote the construction of hos
出处
《智慧健康》
2017年第8期23-25,共3页
Smart Healthcare
关键词
礼仪培训
人文建设
文化品牌
Etiquette training
Humanistic construction
Cultural brand
