SARS病房中感动服务的实践体会

介绍了以换位活动启迪护士自身的感悟,以换位思考定位服务标准,确立感动服务理念及建立感动服务的文化氛围,建立和创建一套科学的竞争激励机制及服务制度。感动服务激发护士献身护理的执业信念;促进人性化互动;激发护士潜能,达到了服务“零投诉”、诊疗“零缺陷”、患者“零死亡”、护防“零感染”的目标。

The experience of the practice for felt service in SARS patient wards

The article introduces the practice to enlighten the nurses' self- thinking through the activity of exchanging position and to set service standards by thinking based on exchanging position in order to build up the conception for felt service and cultural environment for felt service as well as to develop a series of scientific mechanism for competition/inspiration and service system. Felt service encourages nurses' confidence to devote themselves to nursing service; it also promotes humanism mutual action and stimulates the nurses' potential ability, as a result, the targets "0 complaint" for service, "0 weak point" for diagnosis and treatment, "0 death" for patients and "0 infection" for protection may be achieved.