护理服务满意评价体系的构建  

CREATION OF AN APPRAISAL SYSTEM ON GRATIFICATION OF NURSING SERVICE

作　　者：辛莉莉[1] 王慧[1] 崔琳[1] 陈锋[1] 王英[1] 

机构地区：[1]青岛大学医学院附属医院标本采集中心,山东青岛266003

出　　处：《齐鲁医学杂志》2010年第1期83-85,88,共4页Medical Journal of Qilu

基　　金：山东省卫生厅立项课题(2005HW025)

摘　　要：目的以病人需求为中心,建立一套体现病人需要与期望的护理服务评价体系。方法从病人满意度测评的重要性、病人满意度的构建原则入手,建立病人满意度测评体系路线,拟定满意度测评方案,构建信息管理系统。结果建立了一套科学合理的护理服务满意评价体系。结论科学合理的护理服务满意评价体系,可以充分了解病人需求,为持续改进服务质量提供保障。Objective To establish a appraisal system of nursing service to meet the requirements of patients. Methods Based on the demand of patients, an appraisal system, evaluation program and information management system were created. Results A scientific and reasonable system for assessing favourable nursing service was founded. Conclusion The requirements of patients can be thoroughly comprehended by applying the appraisal system, which ensures a persistent improvement of the quail ty in service.

关 键 词：护理服务 住院病人 病人满意度 评估体系 

分 类 号：R471[医药卫生—护理学]