护理软技能在胸外科创建优质服务病区的应用  

Nursing soft skills in creation of high quality service in thoracic surgery wards

作　　者：冯小敏[1] 杜海红[1] 梁梅兴[1] 卢美珠[1] 

机构地区：[1]江门市人民医院胸心外科,529000

出　　处：《国际医药卫生导报》2012年第7期1036-1039,共4页International Medicine and Health Guidance News

摘　　要：目的探讨护理软技能在胸外科创建优质服务病区中的应用价值，满足患者日益增长的护理服务需求，构建和谐的护患关系，为患者提供优质的护理服务。方法通过多方面运用护理软技能，在临床实施护理的过程中了解其对住院患者满意度的影响。结果全部接受调查患者均对检查前或术前宣教感到满意，这方面密切关系到护理人员的服务态度和沟通技巧。其余护理服务项目调查结果大部分患者感到满意（P〈0．05）。结论对于护理工作，患者会将注意力更多放在护士的耐心、解释和沟通交流、观察病情仔细程度、给人以安全感等方面上，这是提高满意度的保证，也是考验护理人员软技能的关键。Objective To explore the value of nursing soft skills in creation of high quality service in thoracic surgery wards, to meet the increasing demand for nursing service, to construct a harmonious relationship between nurses and patients, and to provide high quality of nursing service for patients. Methods Nursing soft skills were applied in various areas. The effect of nursing soft skills on hospitalized patient satisfaction was explored during the process of clinical nursing care. Results All the surveyed patients expressed satisfaction on the relevant education. This education was closely related with the service attitude and communication skills in the nursing staff. Most of the patients were satisfied with the other nursing services （ P 〈 0.05 ）. Conclusions For nursing practice, patients will focus more on nurses＇ patience, interpretation and communication, careful ohservation on disease course, and feeling of safety, which is also the key to test also be test nursing soft skills in the nursing staff.

关 键 词：软技能 胸外科 优质护理服务 患者满意度 

分 类 号：R472[医药卫生—护理学]