摘要
目的设计门诊护理服务失误补救系统,保障患者在接受门诊医疗护理过程中的护理服务质量,有效避免护理纠纷,提高患者满意度。方法开发门诊护理服务失误上报系统,建立门诊患者损失赔偿制度,制定门诊护理服务失误补救奖惩制度,编制门诊护理服务补救流程,形成门诊护理服务失误四级补救模式。结果实施门诊护理服务补救系统后,护理投诉、护理纠纷较实施前显著减少,护理质量考核成绩及患者满意度较实施前显著提高(P<0.05,P<0.01)。结论门诊护理服务失误补救系统可减少护理纠纷,提高护理服务质量及患者满意度。
Objective To design a remedial system against mistakes in outpatient care, to ensure service quality of outpatient department and to promote patient satisfaction. Methods A remedial system for nurses to report mistakes was developed in outpatient care. A compensatory system of outpatients＇ damages, a reward and punishment system for taking remedial measures against mis takes, and a service remedial process were established. Finally, a four-level remedial model against mistakes was confirmed in outpatient care. Results The rates of nursing complaints and nursing disputes significantly decreased, and the service quality and patient satisfaction were significantly promoted（P〈0.05, P〈0.01）. Conclusion Remedial system against mistakes in outpatient care can improve quality of nursing service, decrease nursing disputes and promote patient satisfaction.
基金
上海市科学技术委员会科研立项课题(064119652)
关键词
门诊护理服务失误补救系统
护理投诉
护理纠纷
护理质量
患者满意度
remedial system against mistakes in outpatient care
complaints
disputes
quality of nursing service
patient satisfaction
