“情感账户”在神经内科优质护理服务中的应用  

Application of "emotional bank account" in the high quality nursing service in department of neurology

作　　者：张雅静[1] 孙小惠[1] 季衍丽[1] 

机构地区：[1]解放军总医院神经内科,北京市100853

出　　处：《护理管理杂志》2014年第2期146-148,共3页Journal of Nursing Administration

摘　　要：目的探讨应用"情感账户"对提高神经内科住院患者对护理工作满意度的影响。方法将384例患者按照房间号分为两组,对照组(194例)给予常规护理,观察组(190例)在常规护理的基础上为每位患者建立一个"情感账户",并在住院期间记录护士的"存款"和"取款"行为,比较两组患者对护理工作的满意度。结果观察组患者对护理工作满意度优于对照组(P<0.05)。结论护患"情感账户"的建立有利于提高住院患者对护理工作的满意度,值得推广应用。Objective To establish ＂ emotional bank account＂ and evaluate its effect in improving patients satisfaction in department of neurology. Methods Totally, 384 patients were divided into control group （ n = 194 ） and experimental group （ n = 190 ） by room numbers. The patients in the control group were received routine nursing,and the patients in the experimental group were received ＂ emotional bank account＂ ,which recorded the excellent service and bad service which was respectively presented by ＂ deposit＂ and ＂ withdrawal＂ from emotional bank account. The patient satisfaction were compared between the two groups. Result The patients satisfaction in the experimental group was higher than that of the control group （ P 〉 0.05 ）. Conclusion Application of nurse - patient ＂ emotional bank account＂ can increase the hospitalized patients satisfaction. It is worth to popularization and application.

关 键 词：情感账户 优质护理服务 满意度 

分 类 号：R471[医药卫生—护理学]