摘要
目的探讨基于患者峰终定律的优质护理在门诊输液室管理中的应用效果。方法2018年1月我院开始在门诊输液室实施基于患者“峰终”体验的优质护理,动员医护人员和患者共同参与,结合管理可视化及目标管理,改善服务理念,主动服务前移,开展门诊输液患者留置针项目,引入中医适宜技术辨证施护,及时处理员工和患者提出的改善建议并公示,为患者提供人文举措,让患者感受到温馨和尊严。结果门诊输液室实施基于“峰终”体验的优质护理,能提高门诊输液室的服务能力和效率,加速患者的康复,改善就医体验,提高了患者的满意度。结论门诊输液室实施基于“峰终”体验的优质护理,为门诊输液患者提供优质服务和人文关怀,树立医院服务品牌和形象,提升了服务品质,增加了患者对医院的忠诚度。
Objective To explore the application effect of high-quality nursing based on patients'peak-end rule in the management of outpatient infusion room.Methods In January 2018,our hospital began to implement high-quality care based on patients'"peak end"experience in the outpatient infusion room.Medical staff and patients were motivated to participate.We combined management visualization and target management,improved service concepts,actively moved services forward,and carried out the project of indwelling needles for infusion patients in outpatient clinics.In addition,we introduced appropriate TCM techniques for dialectical care,promptly handled improvement suggestions made by employees and patients and publicized them,and provided humane measures for patients to make patients feel warm and dignified.Results The implementation of high-quality care based on the"peak end"experience in the outpatient infusion room can improve the service capacity and efficiency of the outpatient infusion room,accelerate the recovery of patients,improve the experience of medical treatment,and increase patient satisfaction.Conclusion The implementation of high-quality care based o peak-end rule in outpatient infusion room can provide high-quality services and humanistic care for outpatient infusion patients,establish the hospital's service brand and image,improve service quality,and increase patients'loyalty to the hospital.
作者
林峰
任海燕
毛玲红
陈惠
陈姬雅
LIN Feng;REN Hai-yan;MAO Ling-hong;CHEN Hui;CHEN Ji-ya(Taizhou Enze Medical Center(Group)Enze Hospita)
出处
《医院管理论坛》
2020年第10期43-46,共4页
Hospital Management Forum
