优质护理服务活动的管理实践  

Management practice on high-quality nursing program

作　　者：周新霞[1] 闵丽华[1] 

机构地区：[1]四川省人民医院妇科,610072

出　　处：《护理实践与研究》2013年第5期96-98,共3页Nursing Practice and Research

摘　　要：目的:介绍开展优质护理服务活动的管理思路和措施。方法:依据优质护理服务的文件精神及我院的服务目标组织学习;结合科室特点,拟定具体实施方案;搞好"三好一满意"活动,倡导微笑服务,营造优质护理服务氛围,丰富护理内涵;深刻领会"关爱护理,弘扬护理文化"的服务理念,认真履行护士长职责;注重培养护士的各种能力,认真落实核心制度,抓安全管理,提升人文素质,充分调动护士的工作积极性;实行绩效分配,发挥激励作用。结果:患者对护理工作的满意度明显提高;护士工作责任心加强,服务质量提高,医护患关系和谐。结论:通过开展优质护理服务活动,完善现代管理手段和管理体系,展现个性化、人性化服务,促进护患关系的改善,为医院树立优质的护理品牌形象,增强医院核心竞争力。Objective：To introduce the management methods and measures in high -quality programme. Methods：Based upon idea of high -quality nursing document and hospital＇serviee goal ;Through organizing study ;combining section characteristics to make out carrying schemes, consolidating＂ three -well ＆ one - satisfactory＂ activity, smiling service to make high - quality service atmosphere and enriching nurse conceptions; deeply understanding the service idea of＂ lovely nursing,developing nurse culture＂ ,eanying on chief nurse＇ responsibility;training nurse,carrying out key systems,taking safety management, en- suring safe nursing,raising member＇s quality,prompting nurse＇s action,using encouragement allocation all to provide satisfactory service. Results：More satis- factory from patients,enhancing nurse＇ responsibility idea,raising serviee quality,improving relationship between the hospital and the patient. Conclusion： Improving modem management method and management system through developing high - quality programme, and emphasizing individual and humanization- al service to prompt relationship between the hospital and the patient ,setting up well nursing image for hospital to enhance competitive ability and affecting the society.

关 键 词：优质护理服务 护理质量 护理文化 

分 类 号：R47[医药卫生—护理学]