优质服务剧本在新护士培训中应用.docVIP

优质服务剧本在新护士培训中的应用 　　[摘要] 目的 探讨优质服务剧本在新护士培训中的应用效果，提升护理服务，适应优质护理服务的需要。方法 按照优质服务剧本培训开始时间，方便选择2013年8―12月入职的168名新护士为对照组，采用传统的岗前培训模式；方便选择2014年8―12月入职的150名新护士为实验组，在传统岗前培训模式的基础上将优质服务剧本融入其中。比较两组新护士在培训一个月后理论、操作考核成绩以及上岗一个月后患者对新护士的工作满意度。结果 实验组护士的理论考核成绩为（83.35±7.24）分，对照组护士的理论考核成绩为（72.56±8.66）分，两组比较差异具有统计学意义（t=11.630，P0.01）；实验组护士的操作考核成绩为（93.02±4.15）分，对照组护士的操作考核成绩为（86.01±7.02）分，两组比较差异具有统计学意义（t=7.950，P0.01）；实验组护士的患者满意度为96.45%，对照组护士的患者满意度为88.96%，两组比较差异具有统计学意义（t=8.020，P0.01）。 结论 优质服务剧本培训，能全面提升新护士的临床护理能力，提高护理服务质量。 　　[关键词] 服务剧本；护理服务；培训效果 　　[中图分类号] R473 [文献标识码] A [文章编号] 1674-0742（2016）09（b）-0151-04 　　[Abstract] Objective To explore the application effect of high quality service script in the training of new nurses， to improve the nursing service and to meet the needs of high quality nursing service. Methods According to the training of high-quality service script start time， Convenient August to December in 2013 entry of 168 new nurses as control group， using the traditional model of pre job training； Convenient August to December in 2014 recruited 150 new nurses as the experimental group， in the traditional mode of pre job training will be the basis of quality of service into them. Compare the two groups of new nurses in training a month after the theory， operation and evaluation results and post a month after the job satisfaction of new nurses. Results The theoretical examination results of the experimental group were （83.35±7.24） points， and the theoretical examination results of the control group were （72.56±8.66 ）points， the difference between the two groups was statistically significant （t=11.630， P0.01）；The operation performance of the experimental group was （93.02±4.15） points， and the control group was （86.01±7.02）， the difference was statistically significant （t=7.950， P0.01）；The satisfaction of the patients in the experimental group was 96.45%， the control group was 88.96%， and the difference was statistically significant （t=8.020， P0.01）. Conclusion Quality service scrip