| 从护理投诉谈加强护理管理 |
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| 引用本文： | 翁小杰.从护理投诉谈加强护理管理[J].护理管理杂志,2005,5(11):46-47. |
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| 作者姓名： | 翁小杰 |
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| 作者单位： | 解放军第537医院护理部 陕西 |
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| 摘 要： | 目的利用护理投诉的信息资源,提高护理服务质量和管理水平。方法通过对19起护理投诉进行处理、归纳、分析和总结。结果妥善处理护理投诉,从中捕捉共性、有价值的信息,有针对性地制定改进措施。结论正确利用投诉信息,可有效提高护理服务质量、管理水平和病人满意度。
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| 关 键 词： | 护理投诉 服务质量 护理管理 |
| 文章编号： | 1671-315X(2005)11-0046-02 |
| 修稿时间： | 2005年6月6日 |
Discussion on how to strengthen nursing management from the view of nursing complaint |
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| WENG Xiao-jie Author's address:Nursing.Discussion on how to strengthen nursing management from the view of nursing complaint[J].Journal of Nursing Administration,2005,5(11):46-47. |
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| Authors: | WENG Xiao-jie Author's address:Nursing |
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| Institution: | WENG Xiao-jie Author's address:Nursing Department,No.537 Hospital of PLA,Baoji 721006,China |
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| Abstract: | Objective To improve the quality of nursing service and the level of nursing administration by use of the information resources in nursing com- plaint.Method 19 cases of nursing complaints were carefully handled,analyzed,concluded and summed up.Results Handling nursing complaint prop- erly,and catching the common and valuable information,then taking corresponding measures to improve nursing administration.Conclusion Using the in- formation of nursing complaint appropriately could effectively improve the quality of nursing service,the level of management and the patients'satisfaction. |
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| Keywords: | nursing complaint service quality nursing management |
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