特需门诊患者对护士服务质量的需求调查分析  

Investigation on the needs of outpatients in the deparhnent of private medical center for service attitude and the service quality

作　　者：张映芬[1] 杨兆芬[1] 江美霞[1] 方海云[1] 

机构地区：[1]中山大学附属第一医院特诊门诊,广东广州510080

出　　处：《现代临床护理》2007年第6期25-26,共2页Modern Clinical Nursing

摘　　要：目的了解特需门诊患者对护士服务质量的需求情况。方法采用自行设计的调查表,调查患者对护士服务质量的需求。结果特需门诊患者对护士服务质量的需求较高。有良好服务质量、满足患者的希望、及时提供治疗和护理及相关知识等需求均占85%以上。结论特需门诊在保证高水平的医疗技术同时,必须重视服务质量和提高护士素质,以提高患者的满意度。Objective To investigate the needs of outpatients in the department of private medical center （PMC） for service attitude and the service quality. Method A self-designed questionnaire was used to investigate the patients＇ demand for the service attitude and the service quality of the nurses. Results Patients in outpatient department of PMC had requirements for better service attitude and higher service quality from nurses. The requirement rate was more than 85% in the aspects of service attitude, service quality, good appearance, tender service attitude, gentle words and enthusiastic service, timely meeting the patients＇ needs, timely providence of treatment and care, providence of general care and providence of knowledge about special treatment and care. Conclusion Guaranteeing high-level medical technology, the outpatient department of PMC should pay great attention to the service quahty as well as the improvement of nurse＇s quahty and patient＇s satisfaction rate.

关 键 词：特需门诊 患者 护士 需求 

分 类 号：R473[医药卫生—护理学]