摘要
目的探讨品质链对塑造医院优质护理服务品牌的影响。方法从本院普通住院患者和"一病一品"住院患者中各随机选择200例作为对照组和品质组,对照组按疾病护理常规实施护理,品质组通过塑造病区"一病一品"模式,落实"三卡一访"服务,包括入院告知温馨卡、住院健康教育卡、出院贴心联系卡、延续专业回访,为患者实施全面的专业化同质护理。结果两组患者满意度、护理工作质量比较,差异有统计学意义(均P<0.01)。结论品质链为患者提供高品质的专科特色护理服务,深化优质护理服务内涵,提高了患者的满意度及护理服务质量,提升了护理人员专业价值感,有效塑造了医院护理服务品牌。
Objective To investigate the impact of the quality chain management on shaping the brand of hospital quality nursing service. Methods A total of 200 hospitalized patients were randomly selected as the control group, and another 200 as the experi-mental group. The control group received routine disease-oriented nursing care. The experimental group were subjected to quality chain management., one chain for one disease was formed; hospital admission notification cards, content specified cards for health-education, contact cards for discharge patients were employed in nursing service, and transitional care and professional follow-up service were delivered to patients. Results Patient satisfaction, the quality of nursing care in the 2 groups had significant differences （P〈0.01 for both）. Conclusion Quality chain management provides patients with high quality specialty-oriented care, deepens the connotation of quality care, improves patient satisfaction and quality of nursing care, enhances nursesr sense of professional value and successfully shapes the hospitalrs nursing brand.
关键词
品质链
优质护理服务
一病一品
品牌服务
quality chain
high quality nursing service
one chain for one disease
brand-led service delivery
