摘要
目的促进门诊护理人员的主动服务,加强护患沟通,全面提升门诊护理质量。方法制定分诊导语的内容、要求、标准,并对全体护理人员进行培训及考核,在门诊各科室实施规范化分诊导语服务。结果通过3年的应用实践,护理人员主动服务理念增强,护患关系更加融洽,门诊部满意度由2005年的93.56%上升至2007年的98.83%。结论开展分诊导语可使患者及时了解所需要的服务信息及就诊流程,是提高门诊护理质量的有效措施。
Objective To promote active nursing care in nurses of outpatient department, strengthen the communication between nurses and patients, and enhance nursing quality. Methods The details, requirements, and standards of consultation introduction services were established, and nurses were trained and tested, then consultation introduction services were adopted to outpatient department. Results The awareness for providing active nursing in nurses was strengthened, the nurse-patient relationship was more harmonious, and the satisfactory rate of outpatients risen from 93.56% in 2005 to 98.83% in 2007. Conclusion Implementation of consultation introduction services in outpatient department is beneficial to patients getting information for hospital visits, and improves the quality of outpatient care as well.
关键词
门诊
分诊导语
导医服务
护理服务质量
outpatient department
consultation introduction
consultation service
nursing quality
