构建诚信护理品牌的实践体会  

Construction of Honest Nursing Prestigious Brand

作　　者：郭健丽[1] 孟琼[1] 

机构地区：[1]华中科技大学同济医学院附属荆州医院消化内科,湖北荆州434020

出　　处：《护理学报》2007年第12期32-34,共3页Journal of Nursing（China）

摘　　要：报道2005年9月以来创建护理诚信服务品牌的做法与体会。在创建过程中,通过开展诚信危机教育,进行专题讨论,使全科护士懂得护士是消除医患信任危机的主体之一,要求每位护士都开动脑筋,至少提交1～2条书面诚信服务语言和个性化诚信服务格言,提炼出科室护理诚信文化精髓,把科室护理诚信理念和全科每位护士的诚信感言连同她们的照片,制作成精美的展板悬挂在病区;规范服务细节,注重仪表和语言规范,重视沟通和服务技巧培训,在科内开展护患情景模拟沟通交流活动,每月评比护士之星,建立护士首问负责制,树立诚信服务形象;制定《消化内科护士服务公示》,规定服务项目、服务标准、便民措施等,做成标牌公示在病区走廊上,时刻接受患者家属的监督;对服务质量定期不定期实施检查,及时听取患者和家属的意见和建议,通过晨会、科务会进行讨论,对每位护士建立医德档案和诚信服务档案,提高服务质量,奠定诚信护理服务基础;高度重视收费工作,严格执行物价标准,规范合理收费,实行一日一清单,消除引发医患信任危机的重要因素;注重宣传工作,及时向医院党委和宣传部门反映、汇报好人好事,通过院内报刊、简讯、电视,将品牌塑造推向社会,不断拓宽影响面,加强品牌延伸和拓展,初步形成具有科室特色的诚信服务品牌;重视沟通,学会表达诚信的必要技巧,强化诚信品牌管理与维护。诚信服务品牌的创建提高了护士的综合素质、科室美誉度和知名度,推动了消化专科的发展,营造了和谐的护患关系。The authors in this paper report their construction of honest nursing brand from Sept. 2005. During construction, education on trust risk was conducted by way of seminars to enlighten the nurses that they themselves are the main body to eliminate the honesty risk between nurses and patients. The nurses were asked to hand in their mottoes on honest service and the department collected and demonstrated them side by side with their photos on the ward walls. The service as well as utterances was standardized. The training of service and communication skills was strengthened by conducting simulated activities of situational communication. Every month, nurse stars were elected and the system of nurse＇s responsibility for first inquiry was established to set an image of honest service. The Service Bulletin of Nurses in Department of Digestive Diseases was hanged on the wall so that patients and their families could inspect. The archives on medical morale and honest service of every nurse were established to build a solid foundation of honest service. The medical expense-charging standard was strictly followed by daily note of medical fees in order to eliminate the possible risk of honesty. The good deeds and models were reported to the leaders and even on the hospital newspaper, newsletters and TV, so that the fame of service brand was popularized all through the communities. Communicative skills were strengthened for the need to express honesty so as to intensify the management of honest service brand. The establishment of honest service prestigious brand was effective for the increase of nurse＇s quality. It not only propelled the development of the department but also created a harmonious nurse-patient relation.

关 键 词：诚信服务 服务形象 服务质量 护理品牌 

分 类 号：C931.3[经济管理—管理学]