门诊导诊员规范化管理培训与成效  

作　　者：陈伟霞[1] 郑淑君[1] 房小玲[1] 梅碧琪[2] 

机构地区：[1]中山大学附属第一医院,广东广州510080 [2]广州医学院护理学院,广东广州510180

出　　处：《现代临床护理》2009年第5期57-58,51,共3页Modern Clinical Nursing

摘　　要：目的探讨对本院门诊导诊员实施规范管理与培训的效果。方法总结本院2007年8月～2008年12月门诊导诊工作的管理与培训方法,并对比分析实施导诊员管理前后1年半与导诊服务相关的指标。结果实施导诊员管理前(2006年2～7月),与门诊导诊咨询服务有关投诉为7宗,而实施导诊员管理后(2007年8月～2008年12月)为0,仅有2宗需改进工作的提议。而实施前后,门诊患者满意度由80%～85%上升到90%～95%。结论在新的医院门诊管理理念引导下,完善的导诊管理模式及导诊员的素质是保证导诊服务质量、优化医院服务形象的关键因素。Objective To discuss the way of management and training for the guide nurses in out-patient department. Methods The management and training methods for the guide nurse in out-patient department during the time from August 2007 to December 2008 were summarized. Guide-related indicators between one and a half year before and after the management were compared. Results There were seven complaints of poor service in out-patient department from February 2006 to July 2007, and there were no complaints from August 2007 to December 2008 except two pieces of advice. Patients＂ degree of satisfaction in the out-patient department rose from 80%-85% to 90%-95%. Conclusion The new management belief and system, plus the improvement of guide nurses＂ quality, guaranteed the quality of guide service and improved the image of the hospital.

关 键 词：门诊 导诊员 护理管理 护士素质 

分 类 号：R47[医药卫生—护理学]