优质服务规范化培训的方法与效果

目的建立优质服务规范化培训基地，对护士实施优质服务带教，提高护士规范化服务质量和水平，提升护理满意度。方法采用理论知识和临床实践相结合，从着装仪表、举止姿势、恰当称谓、人院接待、出院送往、护理过程、护患沟通、医护配合、接待首长来宾等10个方面对参加培训护士进行为期2周的培训，并对培训前及培训后的效果进行评估。结果参加培训的护士能掌握培训基地培训要求的项目，培训前合格率为64．5％，培训后合格率为97．5％，培训后合格率明显高于培训前，差异具有统计学意义（P〈0．01）；带教科室护士积极性高，进一步提升了带教科室的护理服务质量；提高了患者满意度。结论实施可操作的优质服务规范化培训是提升护士形象、提高患者满意度的有效途径。

Training methods and effect of quality service

Objective- To establish a high quality and standard service training center and implement high-quality service teaching among nurses so as to improve standard service quality and nursing service satisfaction. Methods Theoretical knowledge combination with clinical practice were carried out in ten aspects such as dress appearance, behavior posture, appropriate salutation, hospital reception, discharge server, nursing process, nurse-patient communication, medical cooperation and reception chief and so on. And after two weeks of training, effects of pre-training and post-training were evaluated. Results Nurses qualified the standardized requirements of the training project, and the qualified rate of pre-training was 64.5% and that of post-training was 97.5%, so qualified rate of training was significantly higher than that of pre-training （ P 〈 0.01）. High enthusiasm among teaching nurses, nursing service quality and patients＇ satisfaction were further enhanced. Conclusions Implementing nurse standard service training is an efficiency way to promote the image of nurses and improve patients＇ satisfaction.