规范护理服务的做法与效果  

The practice and effect of standardizing nursing service

作　　者：许瑞芬[1] 朱智玲[1] 张国玲[1] 

机构地区：[1]新乡市中心医院护理部,河南新乡453000

出　　处：《护理管理杂志》2004年第11期45-46,共2页Journal of Nursing Administration

摘　　要：目的探讨护理规范服务的效果。方法制订和实施护理质量管理细则、护理质量标准、护理技术操作程序、门诊导医程序、病人出入院护理程序、护理人员行为规范、护理人员礼貌用语等。结果护理水平、护理质量、主动服务意识明显提高,护理满意率达95%以上,降低了护理并发症,减少了护理纠纷。结论护理规范服务有益于提高护理质量,调动广大护理人员的积极性,提高病人满意度。Objective To explore the effect of standardizing nursing service.Methods To establish and implement the detailed rules of nursing quality management,standard of nursing quality,procedure of nursing techniques,flow of out-patients guidance,nursing flow of admission and discharge,standard of nursing behaviors and courteous language of nursing staff.Results As a result,there was significant improvement in the level of nursing service,quality of nursing and nurses’ consciousness of initiative service.The rate of patients’ satisfaction with nursing service raised to 95%.Moreover,the patients’ complications due to nursing and nursing dispute were reduced.Conclusion Standardizing nursing service was helpful to improve the quality of nursing, mobilize nurses’ working enthusiasm and improve the patients’ satisfaction. Author’s address:Nursing Department,Xinxiang Central Hospital,Xinxiang 453000,China

关 键 词：护理服务 护理质量 病人满意度 

分 类 号：R931.2[医药卫生—生药学]