目标激励法在推进护理电话标准口语中的应用及效果  

Application and effect of target incentive method in promoting standard telephone spoken of nursing care

作　　者：周明琴[1] 王春英[1] 

机构地区：[1]宁波市第二医院护理部,浙江宁波315010

出　　处：《中国现代医生》2016年第27期149-151,156,共4页China Modern Doctor

基　　金：浙江省区域专病中心建设学科项目(浙卫发〔2014〕98号)

摘　　要：目的 观察目标激励法对推进护理电话标准口语的作用。方法 将2014年10月-2015年6月按季均等分为三个阶段,对48个临床科室的护理人员采用目标激励法推进护理电话标准口语,通过分层督导、精神鼓励、榜样标杆等机制,对每阶段的护理电话接听礼仪进行观察。结果 实施目标激励法后,护理电话标准口语总目标实现科室数量、护理电话标准口语单项合格率和总合格率均得到持续改善,差异有统计学意义（P〈0.05）。结论 目标激励法对推进护理电话标准口语有重要作用,能有效提升护理礼仪品质。Objective To observe the effect of target incentive method in promoting standard telephone spoken of nursing care. Methods The period from October 2014 to June 2015 was divided into three stages by season equal quarterly, the target incentive method was used to promote standard telephone spoken of nursing care in 48 clinical nursing staff. The nursing telephone etiquette for each phase through the hierarchical supervision, moral encouragement, benchmarking mechanisms such as fine example was observed. Results The standard oral care phone total goal number, nursing department telephone standard oral single pass rate and the total pass rate were continuous improved after using target incentive method. The difference was statistically significant（P〈0.05）. Conclusion Target incentive method play an important role on promoting standard telephone spoken of nursing care, which could improving the quality of nursing etiquette effectively.

关 键 词：目标激励法 电话礼仪 护理 品质改善 

分 类 号：R47[医药卫生—护理学]