急诊观察室实施优质护理研究  

Study on high quality nursing service in emergency observation room

作　　者：杨红[1] 曾丽[1] 何友燕[1] 

机构地区：[1]四川省医学科学院/四川省人民医院急诊科,四川成都610072

出　　处：《现代医药卫生》2013年第18期2743-2744,共2页Journal of Modern Medicine & Health

摘　　要：目的探讨实施优质护理服务以打造特色病房,进而提高患者满意度。方法提高护理人员的思想认识,树立团队意识,实行首问负责制,集中安置患者,加强健康教育等措施。结果实施优质护理服务后患者的满意度[98.0%(147/150)]较服务前[90.0%(135/150)]明显提高,差异有统计学意义(χ2=8.51,P<0.05);实施优质护理后患者入院观察接诊时间、等待静脉滴注时间、好评率、年投诉均优于实施前,差异有统计学意义(P<0.05)。结论实施优质服务使护理人员服务的主动性、及时性得到提高,真正做到让患者满意的人性化贴心护理。Objective To investigate the implementation of high quality nursing service and create character ward ,thus to improve patients＇ satisfaction. Methods The concept of ＇group consciousness＇ was advanced for enhancing nurse ideology. The first asking duty system, centralized placement of the patient and enhance health education or other measures were imple- mented. Results The satisfactory of the patients after implementation of high quality nursing service[98.0%（ 147/I50）] improved more highly than that before the implementation[90.0% （135/150）] with statistically significant difference 0（2=8.51, P〈0.05 ）. Con- sultation time before hospitalization,time of waiting for intravenous injection,feedback rate and annual complaints after imple mentation of high quality nursing service were superior to those before implementation with statistically significant d^fference （P〈 0.05 ）. Conclusion The activity of ＇providing high quality service＇ ,which enhance initiative and timeliness of nurse, can really offer humanistic caring nursing for patients.

关 键 词：护理工作 急诊室 医院 护理研究 优质护理 护理质量 

分 类 号：R192.6[医药卫生—卫生事业管理]