品质链在塑造医院优质护理服务品牌中的应用  

Application of quality chain management in shaping the brand of hospital quality nursing service

作　　者：杨毅华[1] 李丽娟[1] 陶艳玲[1] 管玉梅[1] 

机构地区：[1]深圳市龙岗中心医院护理部,广东深圳518116

出　　处：《护理学杂志》2013年第2期1-3,共3页

摘　　要：目的探讨品质链对塑造医院优质护理服务品牌的影响。方法从本院普通住院患者和"一病一品"住院患者中各随机选择200例作为对照组和品质组,对照组按疾病护理常规实施护理,品质组通过塑造病区"一病一品"模式,落实"三卡一访"服务,包括入院告知温馨卡、住院健康教育卡、出院贴心联系卡、延续专业回访,为患者实施全面的专业化同质护理。结果两组患者满意度、护理工作质量比较,差异有统计学意义(均P<0.01)。结论品质链为患者提供高品质的专科特色护理服务,深化优质护理服务内涵,提高了患者的满意度及护理服务质量,提升了护理人员专业价值感,有效塑造了医院护理服务品牌。Objective To investigate the impact of the quality chain management on shaping the brand of hospital quality nursing service. Methods A total of 200 hospitalized patients were randomly selected as the control group, and another 200 as the experi-mental group. The control group received routine disease-oriented nursing care. The experimental group were subjected to quality chain management., one chain for one disease was formed; hospital admission notification cards, content specified cards for health-education, contact cards for discharge patients were employed in nursing service, and transitional care and professional follow-up service were delivered to patients. Results Patient satisfaction, the quality of nursing care in the 2 groups had significant differences （P〈0.01 for both）. Conclusion Quality chain management provides patients with high quality specialty-oriented care, deepens the connotation of quality care, improves patient satisfaction and quality of nursing care, enhances nursesr sense of professional value and successfully shapes the hospitalrs nursing brand.

关 键 词：品质链 优质护理服务 一病一品 品牌服务 

分 类 号：R47[医药卫生—护理学] R197.323[医药卫生—临床医学]