预约聆听服务在整体护理中应用

目的:开展预约聆听服务提高整体护理质量.方法:选2005年11月～2006年10月间住院病人6887例,在常规整体护理基础上经选择开展预约聆听服务;设住院病人12710例为对照组,行常规整体护理.观察两组其满意度及护理投诉纠纷率.结果:预约聆听组住院病人的满意度较对照组有明显提高(P＜0.01);病人的护理投诉、纠纷与对照组比较有显著减少(P＜0.01).结论:预约聆听服务的开展能提高住院病人满意度,减少护理投诉与纠纷的发生,提高了护理质量,改善了医患关系,提高了医疗效果.

Applied the service of having an appointment hearing with patients in the nursing process

Objective To carry out the service of having an appointment hearing with patients so as to improve the entire nursing quality.Methods Choose the patients who hospitalized in the people's hospital from Nov.2005 to Oct.2006.Applied the service of having an appointment hearing with patients on the basis of normal nursing service;Set those patients who hospitalized in the hospital as the comparison group conducting the normal nursing.Observe the ratios of satisfactions,complains and disputes.Result The satisfactions of an appointment hearing group with the comparison group have been obviously improved(P<0.01);For complains and disputes,it has been sharply decreased(P<0.01).Conclusion Applying the service of having an appointment with hospitalized patients could increase the satisfactions of patients,decrease the complains and disputes of nursing,upgrade the nursing quality,improve the relationship between patients and nurses and the effect of treatment.