创新服务理念提高急诊患者满意度  

Innovating Service Concept and Improving Emergency Patients' Satisfaction

作　　者：赖育珍[1] 陈艺清[1] 陈熙乔[1] 

机构地区：[1]广东省化州市人民医院急诊科,广东化州525100

出　　处：《黑龙江医学》2013年第7期615-617,共3页Heilongjiang Medical Journal

摘　　要：目的探讨创新服务理念,提高急诊患者满意度的方法和效果。方法结合急诊工作特点,将创新理论应用于急诊科护理管理。比较实施前(2011-01～2011-12)和实施后(2012-01～2012-12)患者满意度及护患纠纷与投诉情况。结果患者满意度由实施前的90.00%提升至实施后的96.67%,差异有显著性意义(P<0.01);实施后护患纠纷与投诉为0。结论创新服务理念,能减少护患纠纷,提高护理服务质量和患者满意度。Objective To discuss the innovation service concept to improve emergency patients' satisfaction method and effect.Methods Combined with characteristics of the emergency work,innovation theory applied to the emergency nursing management.Patients' satisfaction,nurse and patient relationship,and complaints situation are compared before and after the implementation of emergency nursing management.Results Patient satisfaction rate increased from 90.00% before the implementation to 96.67% after implementation,with significant difference meaning(P < 0.01);After the implementation of the guard,disputes and complaints rate is zero.Conclusion Innovation service concept can reduce the guard had disputes,and improve nursing service quality and patient satisfaction.

关 键 词：急诊科 患者满意度 创新服务 护理管理 

分 类 号：R473.1[医药卫生—护理学]