摘要
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。
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 analyzed 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 supervision and timely feedback,to compare patients＇ and doctors＇ satisfaction,nurses＇ knowledge about service principle,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.
出处
《现代医院》
2015年第10期88-89,94,共3页
Modern Hospitals
关键词
低年资导诊护士
格林模式培训
服务行为
junior guide nurses
PRECEDE-PROCEED model
behaviour in service
