CAJ | 학술논문

目的：探讨格林模式培训在促进低年资导诊护士服务行为中的应用效果。方法采用格林模式对23名低年资导诊护士进行服务行为的规范化培训。利用问卷、现场观察方式调查低年资导诊护士服务理念和服务行为的现状，分析影响服务行为的倾向，促成及强化因素，制订系统培训计划进行规范化强化培训，采用自评、连续督导和及时反馈等措施，比较患者、医生的满意度、护士对服务理念的认识、服务行为的自我评价、现场服务行为观察情况。结果培训后患者、医生的满意度、护士对服务理念的认识、服务行为的自我评价、现场服务行为观察的评分显著提高，与培训前比较差异有统计学意义（ p＜0.01）。结论格林模式培训能促进低年资导诊护士的服务行为，达到提高病人满意度的目的。
목적：탐토격림모식배훈재촉진저년자도진호사복무행위중적응용효과。방법채용격림모식대23명저년자도진호사진행복무행위적규범화배훈。이용문권、현장관찰방식조사저년자도진호사복무이념화복무행위적현상，분석영향복무행위적경향，촉성급강화인소，제정계통배훈계화진행규범화강화배훈，채용자평、련속독도화급시반궤등조시，비교환자、의생적만의도、호사대복무이념적인식、복무행위적자아평개、현장복무행위관찰정황。결과배훈후환자、의생적만의도、호사대복무이념적인식、복무행위적자아평개、현장복무행위관찰적평분현저제고，여배훈전비교차이유통계학의의（ p＜0.01）。결론격림모식배훈능촉진저년자도진호사적복무행위，체도제고병인만의도적목적。
Objective To explore the application of the PRECEDE -PROCEED model on the improvement of junior guide nurses'behavior in service .Methods On the basis of the PRECEDE -PROCEED model, 23 junior guide nurses were accepted standardized training on behavior in service .The condition of junior guide nurses'service principle and behavior in service was investigated by using questionnaires and participant observation ; then we ana-lyzed the trends that influence behavior in service , promoted and strengthened these trends , carried out a complete training plan to provide standardized intensive training and used methods , including self-assessment , continuous su-pervision and timely feedback , to compare patients'and doctors'satisfaction, nurses'knowledge about service princi-ple, self-assessment of behavior in service and the observation of onsite service .Results After the training , the scores, in terms of patients'and doctors'satisfaction, nurses'knowledge about service principle , self-assessment of behavior in service and the observation of onsite service rose obviously .Compared with those before the training , these changes had statistical significance (p<0.01).Conclusion The PRECEDE-PROCEED model can improve junior guide nurses'behavior in service , and improve patients'satisfaction.