综合护理服务质量评价体系的建立与应用研究  

The development and application of an innovate nursing quality indicator system

作　　者：赵菁[1] 赵树娟[1] 

机构地区：[1]中日友好医院护理部,北京市100029

出　　处：《中华护理杂志》2015年第3期284-286,共3页Chinese Journal of Nursing

基　　金：国家临床重点专科建设项目

摘　　要：目的建立综合护理服务质量评价体系并探讨其应用方法和评价结果。方法建立综合护理服务质量评价体系,内容包括第三方患者满意度调查和护士服务行为的调查员观察。结果第三方患者满意度均值得分(95.79±9.38)分;护士服务行为的调查员观察,护士行为举止及沟通方式两个维度得分相对较低,4个科室得分为100分。结论综合护理服务评价体系能够有效地收集患者对护理服务的满意度、意见及建议,有利于护理服务质量的提高。Objective To develop and evaluate the effect of an innovate nursing quality indicator system. Methods The innovate nursing quality indicator system consisted of third-party patient satisfaction and investigators＇ observation of nursing behaviors. Results The average score of thirdparty patient satisfaction was（95.79±9.38）. Based on the results of strangers＇ observation,dimension scores of nurses＇ behaviors and communication mode scored the lowest and the nursing quality in four nursing units scored 100.Conclusion The innovate nursing quality indicator system can reflect patients satisfaction and suggestions objectively,contribute to the quality improvement of nursing care.

关 键 词：护理 质量指标 卫生保健 病人满意度 

分 类 号：R47[医药卫生—护理学]