综合性医院护士站品牌接触点的研究

目的 挖掘患者认为的护士站内医院关键接触点,为开展优质护理服务提供依据.方法 采用自行设计的护士站接触点问卷对213例患者进行调查.结果 排在前3位的关键接触点为：护士服务态度（72.8％）、护士各项操作熟练程度与规范性（58.2％）,以及配药室环境（31.9％）;不同学历、职业的患者认为的关键接触点略有不同.结论 护理管理者在做好接触点管理的同时,要结合患者的学历、职业,抓住关键接触点,以提供个性化服务,提高患者满意度.

Study of the key touch point in nurse station in general hospitals

Objective To identify the key touch point in nurse station and to provide information for quality care. Methods A self-de- signed questionnaire concerning touch point in nurse station was conducted on 213 patients. Results The top three key touch points reported by the patients were： nurse＇s service attitude （72.8 % ）, proficiency and normalization of nursing skills （58.2% ）, and environment in medication preparation room （31.9 %）. Key touch points reported by patients with different educational and professional backgrounds were somewhat different. Conclusion On the basis of brand touch point management, nurse managers should understand the key touch points and provide individualized service according to patientsr educational and professional backgrounds, to improve patient satisfaction.