“五心”工作法在儿科护理管理中的应用  

The Application of "5H" Method in Pediatric Nursing Management

作　　者：肖晓琴[1] 

机构地区：[1]江门市新会区人民医院儿科,广东江门529100

出　　处：《护理学报》2008年第7期38-40,共3页Journal of Nursing（China）

摘　　要：目的探讨"五心"工作法在儿科病区护理工作中的应用效果。方法制定儿科"五心"服务流程与标准(即热心接待、精心评估、细心计划、耐心治疗、暖心沟通),对全科护理人员进行培训后贯彻落实于各护理环节工作中,应用《住院护理服务满意度调查表》进行评价,分别计算"五心"工作法实施前后护理服务满意度评分、患儿或家属点名表扬护士人次、家属对护理工作的不良意见数共3项指标,并进行统计学处理,对照前后的差异性。结果"五心"工作法实施前后护理服务满意度评分比较,t=5.21,P<0.05;点名表扬护士人次比较,!2=7.22,P<0.05,差异均有统计学意义;护理不良意见数比较,!2=3.10,P>0.05,差异无统计学意义。结论儿科病区护理实施"五心"工作法,能有效提高护理服务满意度,提升护士形象,提高护理质量。Objective To investigate the effect of ＂5H＂ Method in pediatric nursing management. Methods The flowchart and standard of ＂5H＂ Method （warm reception, elaborate evaluation, meticulous planning, patient treatment, hearty communication） were regulated in pediatric nursing management and implemented into the links of nursing work after training all the nursing staff. The inpatient nursing service satisfaction questionnaire was used to evaluate the 3 items of nursing satisfaction, persons whom were praised by the children or their parents and the complaints of their dependents about nursing work before and after implementation of the ＂5H＂ Method. Results The differences were significant between pre- and post-implementation of the ＂5H＂ Method in view of nursing service satisfaction degree （t=5.21, P〈0.05） and the persons whom were praised by the children or their parents （χ^2=7.22, P〈 0.05）, but insignificant in view of complaints about nursing work （χ^2=3.10, P〉0.05）. Conclusion The implementation of the ＂5H＂ Method helps to enhance the satisfaction degree, raise the image of nurses and increase the nursing quality.

关 键 词：儿科 “五心”工作法 优质服务 护理管理 

分 类 号：R473.72[医药卫生—护理学] C931.2[医药卫生—临床医学]