摘要
目的探讨护士模拟非全麻手术患者的"感受服务",提高护理质量和患者满意度的效果。方法手术室护士模拟患者,体验其围手术期的各种感受和需求,讨论总结后制定出满足患者需求的护理措施,落实并收集患者的反馈意见及建议,再针对存在问题进行改进和再体验。结果护士为非全麻手术患者提供服务的主动性增强,患者对手术室护理工作满意度显著提高,手术室护理服务质量实现了可持续发展。结论开展感受服务是提高非全麻手术患者满意度和促进手术室护理服务质量可持续发展的有效途径。
Objectives This study investigated the effectiveness of ＂experienced service＂ by simulating scenario of Non-General Anesthesia Surgery for nurses to improve the nursing quality and patient satisfaction. Methods Nurses in surgery room pretended to be patients and tried to experience their various perioperative feelings and needs, after which, they discussed and summarized nursing care measures that meet patient needs; the measures were implemented and patient feedback and suggestions were collected; patients re-experienced the newly improved measures after refinement. Results Initiative to provide nursing service for Non-General Anesthesia Surgery patients was enhanced; patient＇s satisfaction for nursing care significantly improved; and the quality of nursing service achieved sustainable development in surgery room. Conclusion Experienced service is an effective way to improve non-surgical anesthesia patient satisfaction and promote sustainable development in nursing service quality in operating room.
出处
《医院管理论坛》
2014年第2期40-42,共3页
Hospital Management Forum
关键词
感受服务
非全麻手术患者
手术室
患者满意度
护理质量
experienced service
Non-General Anesthesia Surgery patient
surgery room
patient satisfaction
nursing quality
