摘要
为体现主动服务,门诊部在开展“亲近服务”的基础上,对病人实施“一声问候、一个帮助”活动,配套设计了护士问候语问卷调查表,并加强督查。将“服务”的理念溶于规范之中,使病人能真切地感受到“服务”的存在。提高了护士的整体素质;缓解了医、护、患之间的矛盾;增强了护士主动服务意识;提高了病人满意率。
A campaign of “greeting and helping patients” is being carried out as part of “the intimate service for patients” in our department which embodied the concept of active service for patients.A questionnaire was also designed to enhance the supervision of this campaign.This campaign helps nurses to integrate the conception of “serving patients” into their daily practice and regulations so that patients may have a real awareness of this service.As a result,this practice improved the overall quality of nurses,soothened the conflict between patients and nurses,enhanced nurses’ consciousness of active service for patients,and increased the satisfaction level of patients.
出处
《护理管理杂志》
2004年第10期45-46,共2页
Journal of Nursing Administration
关键词
问候语
门诊
护理
greetings
out-patient department
nursing
