五心护理服务模式的构建与实施
The establishment and application of five-heart nursing service model
目的 构建与实施系统性的关怀照护模式--五心护理服务.方法 设计五心护理服务的内容、健全五心护理服务组织、组织专家编写五心护理服务手册、设计五心护理服务满意度问卷等评价体系,选择3个试点科室并对其护理人员进行人文理论及五心护理服务礼仪、流程等知识培训;按照五心护理服务的要求实施.结果 实施五心护理服务前后试点科室的患者满意度、纠纷投诉、表扬比较差异有统计学意义(P<0.05).结论 五心护理服务为患者提供了系统性的关怀照护,是提高患者满意度的一种有效方法.
更多Objective To establish and apply the systemic caring and nursing model,the five-heart nursing service model. Methods The five-heart nursing service content was designed,the five-heart nursing service organization was perfected,the five-heart nursing service manual books were compiled and the satisfaction questionnaires for five-heart nursing service were designed.Three tryout departments were selected and the nursing staff was trained by human theory and five-heart nursing service amenity and flow according to the five-heart nursing service requirement. Results The patients satisfaction degree, medical entanglemant complaint and praise after the application of five-heart nursing service were greatly improved compared with those of before its application (P < 0.05). Conclusion The application of five-heart nursing service supplied systemic caring and nursing for patients and it proved effective to improve patients satisfaction degree.
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