“暖心”护理服务文化的构建与效果  

The construction and effects of "heart-warming" nursing service culture

作　　者：刘月梅[1] 张虹 谷俊霞[1] 智华[1] 赵素斌[1] 

机构地区：[1]河北工程大学附属医院骨一科,邯郸市056002

出　　处：《护理管理杂志》2014年第6期451-452,共2页Journal of Nursing Administration

基　　金：河北省社会科学基金项目(HB13SH035)

摘　　要：目的探讨"暖心"护理服务文化的实施与效果。方法树立"暖心"护理服务文化理念,制订"暖心"护理服务规范,从2010年开始实施"暖心"护理服务,即宾馆式礼仪"暖心"护理服务、医院式个性化"暖心"护理服务、家庭式温馨"暖心"护理服务。结果实施"暖心"护理服务后病人及护士的满意度提高(P<0.01或P<0.05)。结论 "暖心"护理服务可以提升医院服务品牌。Objective To explore the implementation and effect of heart - warming nursing service culture. Method Heart - warming nursing service cul- ture concept and specification were established and were implemented since 2010, including hotel type of etiquette service, individualized nursing and family warm service. Results The satisfaction of both patients and nurses were increased （ P 〈 0.01 or P 〈 0.05 ）. Conclusion Heart - wanning nursing service can improve the service brand of hospital.

关 键 词：护理服务文化 护理理念 护患关系 

分 类 号：C931.2[经济管理—管理学]