危机管理理论在提高门诊患者满意度中的应用

目的探讨危机管理理论在提高门诊患者满意度中的应用及效果。方法通过危机管理知识培训,危机信号收集和对患者不满意事件的处理过程的模拟演练或再现,形成正确的预警系统和危机管理流程。结果通过实施危机管理,门诊杜绝了护理差错、事故及投诉的发生,患者满意度从98.61%提高到100.00%。结论应用危机管理,能够防范和正确处理患者就医中的不满意事件,提高患者满意度。

Application of crisis management theory to improve the satisfaction of outpatients

Objective To explore the effects of crisis management theory on improving patient satisfaction in outpatient department. Methods The training about crisis management knowledge,and simulation exercise about how to collect crisis signals and how to dispose unsatisfied events of patients were implemented. The proper warning system and crisis management procedure were developed. Results Through the crisis management,no nursing errors,nursing accidents,and nursing complaints happened among outpatients,and the satisfaction of patients increased from 98.61 % to 100.00%. Conclusion The application of crisis management can prevent and properly deal with unsatisfied events of patients and improve the satisfaction of patients.