实施“潜在不满顾客”报告讨论制度的方法与效果探讨  

作　　者：方海云[1] 李小金[1] 熊洁[1] 栾小燕[1] 何瑾云[1] 

机构地区：[1]中山大学附属第一医院,广东广州510700

出　　处：《现代临床护理》2006年第5期57-58,63,共3页Modern Clinical Nursing

摘　　要：目的探讨实施“潜在不满顾客”报告讨论制度的方法与效果,以提高病人的满意度。方法自2002年1月起,对中山大学附属第一医院黄埔院区15个住院护理单元,实施“潜在不满顾客”报告讨论制度。内容包括:统一制订“潜在不满顾客”报告讨论制度的内容和程序;实施“潜在不满顾客”报告讨论制度并采取及时适当的护理措施;组织“潜在不满顾客”案例讨论会。结果病人对护理工作的综合满意率从2001年的90%提高到2005年的95.3%,被病人提名表扬的护士从2001年的31人次/年提高到2005年的671人次/年,实施5年实现了护理服务态度零投诉。结论实施“潜在不满顾客”报告讨论制度有助于提高医院护理服务的整体水平和医院顾客满意度。Objective To explore the approach and effectiveness of report discussion of ＂latent unsatisfactory consumer＂, and improve patients＇ satisfaction. Methods Since January 2002, report discussion of ＂latent unsatisfactory consumer＂ was introduced in 15 nursing departments in the first Affiliated Hospital of Sun Yat-sen University at Huangpu. The content and procedure of report discussion were uniformly formulated; report discussion was put into practice and timely nursing measures were adopted; case report of ＂ latent unsatisfactory consumer＂ was discussed. Results Patients＇ satisfaction rate was improved from 90% in 2001 to 95. 3% in 2005. Patients expressed compliments to 31 nurses in 2001 and 671 nurses in 2005. No complaints were heard for nursing service in five years. Condusion Report discussion of ＂latent unsatisfactory consumer＂ helps improve nursing quality and patients＇ satisfaction.

关 键 词：个性化护理 顾客满意 规范化管理 

分 类 号：R47[医药卫生—护理学]