摘要
目的了解护士对护理服务补救的认知及运用情况,为医院控制服务失误、制定护理服务补救策略提供参考。方法使用自行设计问卷调查226名临床护士对护理服务补救的认知及运用现状。结果最容易发生的服务失误是沟通技巧失误(2.7±1.1)、病情观察失误(2.6±1.0)和服务态度失误(2.5±1.0);85.8%的护士在发生失误时会设法现场自我补救;服务补救措施运用最多的是发生失误时耐心倾听患者诉说(4.4±0.6)、立即赔礼道歉(4.2±0.7)、表达对患方的理解(4.2±0.7);护龄越短的护士运用二、三级补救越多(P<0.05)。62.4%的护士认为医院有完善的服务失误预警机制。结论各类护理失误都有发生的可能,应健全护理服务补救组织系统,普及护理服务补救相关理论知识,培养护士现场服务补救的能力,高度重视预防性服务补救,最大程度降低服务失误的危害。
Objective To understand nurses′ cognition of nursing service recovery and its application,and to provide reference for hospital managers to set nursing service recovery strategy.Methods A total of 226 clinical nurses were recruited with convenience sampling,and they filled out a self-designed questionnaire with regard to nursing service recovery.Results The most commonly seen service failures included communication misplay（2.7±1.1）,observation error（2.6±1.0） and service attitude failure（2.5±1.0）.Totally,85.8% nurses would take actions to remedy when service failures happened.The most commonly used recovery strategies were listening attentively to patients（4.4±0.6）,apologizing（4.2±0.7） or expressing their understanding（4.2±0.7）.Nurses with short service length prefer second or third recovery methods（P〈0.05 for all）.Precisely,62.4% nurses believed that the hospitals where they worked had excellent alert system for service failures.Conclusion All kinds of service failures are possible to happen.We should improve nursing service recovery system and develop nurses′ remedial ability to minimize the harm of service failure.
关键词
护士
护理服务
服务补救
失误
认知
运用
nurses
nursing service
service recovery
service failures
awareness
application
