服务补救策略在护理工作中的应用

目的有效地减少和避免护理服务纠纷的发生,提高病人对护理的信任度和依从性,为病人提供安全的人性化护理。方法采用服务补救策略,通过有效的培训提高护理人员对护理服务补救的认识;制定实施现场服务补救程序和服务补救的策略;健全严密的监控系统,跟踪并识别服务失误。结果实施服务补救后,病人满意度和补救成功例数提高,护理服务纠纷减少,分别经过χ2检验,P均<0.01,有显著性差异。结论实施护理服务补救对减少护理服务纠纷,提高病人满意度起到了重要的作用。

Application of remediation service strategy in nursing work

Objective To reduce and avoid nursing disputes, to raise patients' trust on nursing and their compliance and to supply safe and humane nursing to patients. Methods The authors reported methods such as: adopting remediation service strategy and raising nursing personnel's cognition on remediation service by effective training, making and implementing procedures of on-the-spot remediation service and remediation service strategy, perfecting strict monitoring system and tracking and recognizing the mistakes of remediation service. Results After implementation of remediation service, patient's satisfactory rate and cases of successful remediation increased and nursing disputes decreased, which showed significant difference (tested by x2, P<0.01). Conclusion Implementation of remediation service plays important roles in reducing nursing disputes and raising patients' satisfactory.