| 行为文化在提高门诊病人护理满意度中的作用 |
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| 引用本文： | 范英华.行为文化在提高门诊病人护理满意度中的作用[J].护理管理杂志,2007,7(11):28-29. |
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| 作者姓名： | 范英华 |
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| 作者单位： | 南京大学医学院附属鼓楼医院,门诊部,江苏,南京,210008 |
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| 摘 要： | 目的加强门诊护理行为文化建设,提升门诊病人的护理满意度,提高门诊护理管理质量。方法开展系列文化年活动,应用行为文化加强护理服务,完善服务流程,开展门诊病人电话回访服务,树立护士长和模范护士的榜样作用,开展门诊护理教学查房等措施。结果护士的凝聚力增强,护理质量得到提高,门诊病人对护理服务满意度由实施前的85.69%上升到实施后的93.64%,丰富了医院文化的内涵。结论护士长在医院文化建设中承担了"教练"的角色,护士代表医院文化的中坚力量,应引起管理者的重视。
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| 关 键 词： | 行为文化 门诊 病人满意度 |
| 文章编号： | 1671-315X(2007)11-0028-02 |
| 修稿时间： | 2007年4月23日 |
The function of behavioral culture in the improvement of patients' satisfaction In outpatient department |
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| FAN Ying-hua.The function of behavioral culture in the improvement of patients' satisfaction In outpatient department[J].Journal of Nursing Administration,2007,7(11):28-29. |
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| Authors: | FAN Ying-hua |
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| Abstract: | Objective To strengthen the construction of behavioral culture in outpatient department,so as to increase patient satisfaction and improve the quality of nursing management.Method We lanched a"cultureal year"program.The behavioral culture theory was apllied to improve nursing service and modify service flow,develop telephone follow-up service for outpatient patients,set up role -models of excellent nurses and head nurses,and imple- ment teaching ward rounds.Result As a result,the nurses' cohesion was enhanced and the quality of nursing was improved.Conclusion The head nurse plays a role-model in the construction of hospital culture,which need to be attached great importance. |
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| Keywords: | behavioral culture outpatient department patients'satisfaction |
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