中国当代医药
中國噹代醫藥
중국당대의약
China Modern Medicine
2015年
25期
169-171
,共3页
余水英%梅静银%杨斌%程秋艳%饶子芊%黄天虹
餘水英%梅靜銀%楊斌%程鞦豔%饒子芊%黃天虹
여수영%매정은%양빈%정추염%요자천%황천홍
空姐式服务%门诊导诊%护理质量
空姐式服務%門診導診%護理質量
공저식복무%문진도진%호리질량
Stewardess-nursing model%Outpatient navigation%Nursing quality
目的：探讨空姐式服务对提高门诊护理服务质量的影响。方法我院借鉴北京大医院人性化服务理念，结合医院自身特色，从2013年4月开始对门诊导诊护士实行空姐式管理，经过系统培训和管理，规范护士的礼仪、服务用语，完善护理服务流程，提高服务质量，同时开展各种竞赛活动并定期进行考核，评选出“最佳空姐式护士”，给予物质和精神奖励。结果导诊开展空姐式服务后，护士的服务态度、语言规范、健康宣教、沟通交流、主动服务等指标与活动前比较有了大幅度的提高，分别提高了7.1%、10.1%、11%、9.5%、7.7%，且活动后的平均满意度高于活动前，前后差异有统计学意义(字2=3.89，P<0.05)。结论开展空姐式服务是提升患者满意度和打造优质护理品牌的有效途径，促进了“优质护理服务示范工程”的开展，提高了护理质量，树立了护理品牌。
目的：探討空姐式服務對提高門診護理服務質量的影響。方法我院藉鑒北京大醫院人性化服務理唸，結閤醫院自身特色，從2013年4月開始對門診導診護士實行空姐式管理，經過繫統培訓和管理，規範護士的禮儀、服務用語，完善護理服務流程，提高服務質量，同時開展各種競賽活動併定期進行攷覈，評選齣“最佳空姐式護士”，給予物質和精神獎勵。結果導診開展空姐式服務後，護士的服務態度、語言規範、健康宣教、溝通交流、主動服務等指標與活動前比較有瞭大幅度的提高，分彆提高瞭7.1%、10.1%、11%、9.5%、7.7%，且活動後的平均滿意度高于活動前，前後差異有統計學意義(字2=3.89，P<0.05)。結論開展空姐式服務是提升患者滿意度和打造優質護理品牌的有效途徑，促進瞭“優質護理服務示範工程”的開展，提高瞭護理質量，樹立瞭護理品牌。
목적：탐토공저식복무대제고문진호리복무질량적영향。방법아원차감북경대의원인성화복무이념，결합의원자신특색，종2013년4월개시대문진도진호사실행공저식관리，경과계통배훈화관리，규범호사적례의、복무용어，완선호리복무류정，제고복무질량，동시개전각충경새활동병정기진행고핵，평선출“최가공저식호사”，급여물질화정신장려。결과도진개전공저식복무후，호사적복무태도、어언규범、건강선교、구통교류、주동복무등지표여활동전비교유료대폭도적제고，분별제고료7.1%、10.1%、11%、9.5%、7.7%，차활동후적평균만의도고우활동전，전후차이유통계학의의(자2=3.89，P<0.05)。결론개전공저식복무시제승환자만의도화타조우질호리품패적유효도경，촉진료“우질호리복무시범공정”적개전，제고료호리질량，수립료호리품패。
Objective To explore the influence of stewardess-nursing model on improving outpatient nursing service quality. Methods Referring to humanity service concept of major hospitals in Beijing as well as taking own specific character into account,stewardess-model in outpatient navigation was applied on April 2013.By systemic training and management,standard nurse’s etiquette and service expression and improvement of nursing service process as well as quality of service,together with implementation of competition activities and assessment at regular time optimal stew-ardess-model nurse was elected,and material and spiritual awards were provided. Results After implementation of stewardess-model service in outpatient navigation,indexes of service attitude,language standardization,health education, communication,and active service were greatly improved in comparison with those before the activity with statistical differences, and the improvement rate was 7.1%, 10.1%, 11%, 9.5%, and 7.7% accordingly.After the activity,the aver-age degree of satisfaction was higher than that of the former,Before and after the difference was statistically significant (χ2=3.89,P<0.05). Conclusion Implementation of stewardess-model service is an effective way to improve patient satis-faction and create a high-quality nursing brand, which boosts the development of high-quality nursing service demon-stration project,improves nursing quality,and sets up a nursing brand.
