人性化服务在门诊输液室的应用

目的：探讨人性化服务在门诊输液室的应用。方法：对门诊输液室采取改变传统模式,更新服务观念;输液流程的改进;弹性排班;人员加强培训,提高穿刺成功率;健康教育贯穿始终;对就医环境的持续改善,积极营造人性化的服务氛围等一系列的人性化服务措施。结果：我科两年来责任投诉为零,满意度连续达95%以上。结论：对门诊输液室采取人性化的服务能改善护患关系,为医院赢得良好的信誉和社会效应。

Application of human services in the outpatient infusion room

Objective：To investigate the application of human services in the outpatient infusion room. Methods：In outpatient infusion room,changed the traditional model,updated the concept of service; improved infusion process; took flexible scheduling; enhanced training and improved the success rate of puncture; health education were taken through to the end; continuous improvement on the medical treatment environment,and actively created personalized service atmosphere and a series of personalized service measures. Results：There were zero complaint of responsibility,continuous period of more than 95% of satisfaction in our department during two years. Conclusion：To take personalized service to improve nurse-patient relationship in outpatient infusion room,the hospital would won a good reputation and social effects.