实施感动服务 提高护理质实施感动服务 提高护理质.doc

实施感动服务 提高护理质量 李桃云 王天琼2 汪雅芬2 摘要：目的 探讨实施感动服务对提高护理质量的作用。方法 于2006年3月至2007年4月在医院护理单元实施感动服务并比较实施前、后患者对护理服务的满意情况。结果 实施后患者对护理服务满意率均有所提高，其中对护士经常保持亲切的态度与患者沟通，在做治疗和护理时能主动向患者进行解释，当患者有疑问或困难时能乐意回答或帮助解决等8项的满意率与实施前比较，差异有显著性（P﹤0.05, P﹤0.01）。结论 实施感动服务能提高患者对护理服务的满意度，提高护理质量。 关键词：感动服务；患者满意度；护理管理 Provide Touching Service To Promote Nursing Quality//LI Taoyun ，WANG Tianqiong，WANG Yafen//(Anqing Yicheng Hospital, Anqing, 246002, Anhui, China Abstract: Objective TO explore the role of providing touching service to promote nursing quality. Methods Touching service was carried out in the nursing wards from March 2006 to April 2007，Patient’s satisfaction rates toward nursing care were compared with that before providing touching service. Results Patient’s satisfaction increased obviously after implement touching service. In detail，satisfaction rates on eight items were compared with those prior to providing touching service which cover communicating with patients cordially；explaining actively to patients during treatment and nursing care；helping patients when they are in trouble and so on. Significant difference was observed. Conclusion Providing touching service can increase patient’s satisfaction and promote nursing quality Key words: touching service patient’s satisfaction rate nursing management 随