灾区医院开展优质护理服务示范工程活动的体会.doc

　　灾区医院开展“优质护理服务示范工程”活动的体会 【摘要】 目的 探讨该院在试点病房开展“优质护理服务示范工程”活动的临床实践体会，为医院深入开展“优质护理服务示范工程”活动，提升医院护理质量、护理服务水平，促进医院管理水平整体提升积累经验。方法 该院于2010年6月在妇产科、呼吸内科、骨科、五官科4个科室通过健全组织体系、抓好学习发动，采取首任负责制、弹性排班、应急调配等合理使用护理人力资源，严格过程监控，尊重患者评价，公开考核结果，开展“优质护理服务示范病房”试点工作。结果 开展优质护理服务示范工程试点以来，试点科室护理人员责任感和服务意识得到较大的提高，服务较以前更为主动，护理效果得到了患者的广泛认可，试点科室患者满意度有显著上升；护理人力资源效能实效最大化；护理人员职业认同感增强，进一步提升了医院护理服务水平、医院形象和服务面貌。结论 医院内部必须转变观念，坚持以人为本，凝心聚力打造优质服务团队，将良好的基础护理与高水平的专科特色护理相结合，充分运用管理原则和先进管理方法抓好基础质量和环节质量控制，才能满足患者需要，改善护患关系，提升医院整体形象，达到“患者满意、社会满意、政府满意”的三满意目标。 【关键词】护理服务 护理质量 医院管理 【Abstract】Objective To evaluate the pilot onstration project activities of clinical practice experience, the hospital carry out the quality care demonstration project activities, improve the quality of hospital care, nursing services, and promote the overall level of hospital management to enhance accumulated experience. Methods The hospital in June 2010 in obstetrics and gynecology, respiratory medicine, orthopedics, ENT and other four sections through a sound organizational system, do a good job learning to take responsibility first, flexible scheduling, emergency care and the rational use and allocation human resources, strict process control, respect for patient evaluation, public examination results, to carry out quality care demonstration unit pilot。Results: Quality care to carry out a pilot demonstration project has been nursing a sense of responsibility and experimental sections greatly improved sense of service, service is more active than before, the patient’s care and the effect has been ent patient satisfaction has increased significantly; maximize the use of nursing human resources; enhance nursing professional identity, and further enhance the level of hospital care, hospital image and appearance。Conclusion: Hospital must change building, and anagement principles and quality management methods and grasp the basic aspects of quality control in order to meet patient needs and improve the nurse-patient relationship, to enhance the