关键接触点服务标准在规范护理服务流程中的应用  

Application of Standard Operation Procedure for Key Contact Points in Normalization of Nursing Service Process

作　　者：卢根娣[1] 李蕊[2] 崔宏冰[1] 席淑华[1] 

机构地区：[1]第二军医大学长征医院护理部,上海200003 [2]第二军医大学长征医院急诊室

出　　处：《解放军护理杂志》2012年第18期65-68,共4页Nursing Journal of Chinese People's Liberation Army

摘　　要：目的探讨关键接触点服务标准(standard operation procedure,SOP)在规范护理服务流程中的应用效果。方法分析以往护理服务流程中存在的问题,提取服务流程中的关键接触点,制定并应用关键接触点服务标准指导临床工作。结果应用关键接触点服务标准规范护理服务流程以来,出院患者满意度提升,护理人员素质明显提高、服务意识增强,护理质量得到持续的改进。结论关键接触点服务标准的应用能规范护士的服务行为,促进优质护理服务的持续发展,提高患者对护理服务的满意度。Objective To investigate the role of standard operation procedure （SOP） for key contact points in normalizing the nursing service process. Methods We analyzed the existing problems in previous nursing service process, retrieved the key contact points of the nursing service process, formulated the standard operation procedure and then guided the nursing service with SOP. Results Since we applied SOP for key contact points to normalize the nursing service process, the patients ＇ satisfaction rate at discharge was increased;the whole quality of nursing personnel was improved;the awareness of service was enhanced; the whole nursing quality was continuously improved. Conclusion SOP for key contact points can normalize the service behavior of nursing, promote the continuous development of high-quality nursing service, and improve the patients＇ satisfaction rate of nursing service.

关 键 词：关键接触点 标准操作规程 服务流程 

分 类 号：R197.323[医药卫生—卫生事业管理]