以服务满意度为中心的指导性护理查房的效果

目的探讨以服务满意度为中心的指导性护理查房的效果。方法针对影响护理服务满意度的护士服务态度、疾病健康教育、注射/穿刺技术、科室整体护理服务、护士长满意度、责任护士满意度等6项关键因素的调查结果开展自查自纠;在此基础上,实施自评、同行评和专家点评与讲学相结合的指导性护理查房。明确并规范了以患者满意度为中心的护理安全分析会议的程序和内容,制定了持续改进的重点环节与措施,培训并提升护士长提高服务满意度的理论与方法。比较实施以服务满意度为中心的指导性护理查房前后,患者对于"服务态度"、"沟通"、"护理人员专业知识"、"护士长工作"等的满意度情况。结果实施以服务满意度为中心的指导性护理查房前,患者对护理人员"服务态度"的整体满意度为92.5%,对"沟通"的满意度为87.0%,对护理人员"专业知识"的满意度为88.5%,患者对护士长工作满意度只有80.0%;而指导性护理查房实施3个月后,"服务态度"的整体满意度为96.4%,"沟通"的满意度为87.0%,对于护理人员"专业知识"的满意度为90.4%,患者对于护士长工作的满意度为100.0%。结论以服务满意度为中心的指导性护理查房有效提高了患者对医院护理服务的满意度,达到了预期结果。

Application Effects of Nursing-satisfaction-centered Instructional Rounds

Objective To investigate the application effect of nursing-satisfaction-centered instructional rounds. Methods Six key factors which influenced satisfaction level of nursing care were investigated, including attitude of nurses, health education, skills of injection and puncture, nursing care of overall department, satisfaction of head nurses and primary nurses. Based on these findings, instructional nursing round was carried out, combined with self, peer- and expert-assessment with lectures. The procedure and contents of nursing care safety analysis conference were defined and standardized, which was centered on promoting patient satisfaction and ensured by continuous improvement of nursing and training and upgrading the theories and methods of head nurses. The patients＇ satisfaction degrees on service attitude, communication, nursing professional knowledge and head nurses＇ performance were compared before and after the implementation of nursing-satisfaction-centered instructional rounds. Results Before nursing-satisfaction-centered instructional rounds,the patients＇ overall satisfaction degrees of nursing attitude, communication,nursing professional knowledge and head nurses＇ performance were 92. 5%,87. 0%, 88. 5% and 80.0%,respectively. After 3 months of nursing-satisfaction-centered instructional rounds, the patients＇ overall satisfaction degrees of nursing attitude, communication, nursing professional knowledge and head nurses＇ performance were 96. 4%, 87. 0%, 90. 4% and 100. 0%, respectively. Conclusion Instructional nursing round is an effective approach to promote nursing satisfaction level and get the desired results.