人性化护理服务模式在眼科门诊护理管理工作中的应用

    The application of humanized nursing service mode in ophthalmic outpatient nursing management

    • 摘要: 目的:探讨人性化护理服务模式对提高患者满意度和护理质量的作用。方法:2012年1月至2013年1月在眼科门诊护理管理工作中实施人性化护理服务模式(试验阶段),2011年1月至2011年12月行常规护理服务模式(对照阶段),对比分析两阶段患者对护理工作满意度、护理人员工作质量、护理引起的纠纷事件占眼科纠纷百分比的差异。结果:与对照阶段比较,试验阶段患者对眼科门诊护理技术、健康指导、心理护理、热情服务、形象感觉、服务态度等护理工作满意度评分均显著提高(PPP=0.017)。结论:在眼科门诊护理工作中应用人性护理服务模式可提高患者对护理工作的满意度和护理人员工作质量,有利于减少护患纠纷的发生和良好护患关系的建立。

       

      Abstract: Objective:To investigate the effects of humanized nursing service mode in improving patient's satisfaction and nursing quality.Methods:The humanized nursing service mode and routine nursing service mode were implemented from Jan.2012 to Jan.2013(the experimental stage) and from Jan.2011 to Dec.2011(the control stage) in phthalmic outpatient nursing management,respectively.The nursing satisfaction of patient,work quality of nursing staff,and the percentage of nursing dispute of ophthalmology dispute between two stages were compared.Results:Compared with the control stage,the scores of nursing technology,health guidance,psychological care,hospitality,nursing performance and service attitude of nurse and patient's satisfaction significantly increased in experimental stage(PPP=0.017).Conclusions:The humanized nursing service mode in ophthalmic outpatient nursing management can improve patient's satisfaction and work quality of nursing staff,which is conducive to reducing the occurrence of the dispute of nurse-patient,and establishing their good relations.

       

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