不同护理模式对顾客满意度的影响  

Effect of two different models of medical care on customer satisfaction

作　　者：陈克妮[1] 符林秋 王翠莲[1] 林芹[1] 王青[1] 张颖[1] 

机构地区：[1]海南省人民医院大内科,海南海口570311

出　　处：《海南医学》2010年第23期134-135,共2页Hainan Medical Journal

基　　金：海南省自然科学基金资助课题(批准号:309103)

摘　　要：目的探讨不同的护理模式在临床应用过程中对顾客(病人及家属)满意度的影响,选择最佳的护理模式提高顾客满意度。方法按科室特点选定10个科室并随机分成为实验组和对照组,实验组实施"层级全责护理模式"(简称小组护理),对照组采取传统的护理模式,定期对顾客进行满意度调查及统计。结果两组顾客对护理服务的满意度差异有统计学意义(P<0.01)。结论实施小组护理可提高顾客满意度,提高护理质量。Objective To analyze the effect of two different models of medical care on customer satisfaction.Methods The 10 selected departments were randomly divided into experimental group and control group.The experimental group put the full responsibility level nursing model （also called panel care） into practice while control group applied traditional care model.Customer satisfaction was surveyed and followed in both groups.Results Statistical significance was observed between two different models in improving customer satisfaction （P0.01）.Conclusion Full responsibility level nursing model can improve customer satisfaction and the quality of care.

关 键 词：护理模式 层级全责 顾客满意度 护理质量 

分 类 号：R47[医药卫生—护理学]