门诊导诊开展空姐式服务的效果研究  

Effect study of launching stewardess-model in outpatient guidance

作　　者：余水英[1] 梅静[1] 杨斌[1] 程秋艳 饶子芊 黄天虹[1] 

机构地区：[1]江西省九江市第一人民医院门诊部,江西九江332000

出　　处：《中国当代医药》2015年第25期169-171,共3页China Modern Medicine

摘　　要：目的探讨空姐式服务对提高门诊护理服务质量的影响。方法我院借鉴北京大医院人性化服务理念,结合医院自身特色,从2013年4月开始对门诊导诊护士实行空姐式管理,经过系统培训和管理,规范护士的礼仪、服务用语,完善护理服务流程,提高服务质量,同时开展各种竞赛活动并定期进行考核,评选出"最佳空姐式护士",给予物质和精神奖励。结果导诊开展空姐式服务后,护士的服务态度、语言规范、健康宣教、沟通交流、主动服务等指标与活动前比较有了大幅度的提高,分别提高了7.1%、10.1%、11%、9.5%、7.7%,且活动后的平均满意度高于活动前,前后差异有统计学意义(χ2=3.89,P<0.05)。结论开展空姐式服务是提升患者满意度和打造优质护理品牌的有效途径,促进了"优质护理服务示范工程"的开展,提高了护理质量,树立了护理品牌。Objective To explore the influence of stewardess-nursing model on improving outpatient nursing service quality. Methods Referring to humanity service concept of major hospitals in Beijing as well as taking own specific character into account,stewardess-model in outpatient navigation was applied on April 2013.By systemic training and management,standard nurse′ s etiquette and service expression and improvement of nursing service process as well as quality of service,together with implementation of competition activities and assessment at regular time optimal stewardess-model nurse was elected,and material and spiritual awards were provided. Results After implementation of stewardess-model service in outpatient navigation,indexes of service attitude,language standardization,health education,communication,and active service were greatly improved in comparison with those before the activity with statistical differences, and the improvement rate was 7.1%, 10.1%, 11%, 9.5%, and 7.7% accordingly.After the activity,the average degree of satisfaction was higher than that of the former,Before and after the difference was statistically significant（χ2=3.89,P0.05）. Conclusion Implementation of stewardess-model service is an effective way to improve patient satisfaction and create a high-quality nursing brand, which boosts the development of high-quality nursing service demonstration project,improves nursing quality,and sets up a nursing brand.

关 键 词：空姐式服务 门诊导诊 护理质量 

分 类 号：R471[医药卫生—护理学]