提高门诊患者满意率的做法及体会.pdfVIP

2007 3 M ar, 2007 7 3 Jou rnal of N u rs ng A dm n strat on V ol. 7 N o. 3 # 43# 王桂玲, 李晓华, 杜益平 (南京军区南京总医院 门诊部, 江苏 南京 210002) : , ; ; , , , , ; ; 2004 88% 2005 95% , , : ; ; : C931. 2 : B : 167 1- 315X ( 2007 ) 03- 0043 - 02 M ethods and experience of improving the outpatients. satisfaction/WANG Gui- ling, LI Xiao- hua, D Yi- ping/ /Journal ofNursing Ad- ministration, - 2007, 7(3): 43. Abstract: Objective T o explore an ava lable m ethod of m prov ng th e outpat ents. sat s fact on and the nurs ng qua l ty comp letely. Method T he m eth- od s used n cluded adju st ng the stru cture of nurs ng staff, renew ng deas to n tens fy the serv ng not on, and strengthen ng the tra n ng of com ty and nu rs ng sk lls. T hey also com pr sed sett ng gu de nurses, nten s f ng th e adm n strat on of separate dapartm en t nurse, and ntroduc ng the deas of hum an ty n to the flow of outpat ents. serv ces to bu ld up a w ndow - v sual zat on. In add t on, w e m ade effort to m prove th e qual ty guaran tee sy stem of ou tpat en t depar-t m ent as w ell as the env ronm ent. Result T he p ercentage of outpat ents. sat s fact on ra sed from 88% to 95%, wh le the p ercentages of pat ents. com- p la n and nurse- pat ent con fl ct w en t dow n to zero. Conclusion P at en ts. sat sfact on s the h ghest standard of nu rs ng serv ce. U pdat ng th e serv ce - deas and foster ng the team cooperat on are ef fect ve strateg es to n crease pat en ts. sat sfact on. Author. s address: D epartm en t of Ou tpat en t, N anj ng G enernal H osp tal of N anj ng M l tary R eg on, N anj ng 2 10002, Ch n a Key words: pat en ts sat s