感动服务在离休干部患者护理中的应用  

Application of High Touch Service in Nursing of Retired Patients

作　　者：肖红霞[1] 郭泽慧[1] 沈兰秀[1] 

机构地区：[1]广东药学院附属第一医院,广东广州510080

出　　处：《临床医学工程》2012年第5期801-802,共2页Clinical Medicine & Engineering

摘　　要：目的探讨感动服务在离休患者护理中的应用,提高护理质量和患者满意度。方法树立感动服务的理念,制定具体的方法与措施,在活动开展前后对患者的满意度进行调查。结果实施感动服务后,患者对护理服务的满意度和感动率明显上升。结论在护理中实施感动服务,提高了患者满意度,有效地减少了护理投诉及护理纠纷,提高了护理服务质量,实现了医患双赢。Objective To explore the application of high touch service in retired patient nursing, and to improve the quality of nursing and the patient＇s satisfaction. Methods The concept of high touch service was to establish, and the specific methods and measures were developed for high touch service. The patient＇s satisfaction rate and the extent were investigated before and after the activity. Results The patient＇s satisfaction for nursing and the moved rate obviously increased with the high touch service. Conclusion The implementation of high touch service in nursing can improve patient＇s satisfaction, effectively reduce nursing complaints and nursing disputes, improve nursing quality, and implement win-win of doctors and patients.

关 键 词：护理 感动服务 离休患者 

分 类 号：R471[医药卫生—护理学]