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目的分析星级护士评选对提高医院门诊患者满意度的临床效果。方法选择2015年1月至2015年12月作为星级护士评选阶段,通过向门诊患者针对护士业务能力、沟通能力、健康宣教、礼仪礼貌以及服务态度进行问卷调查,统计调查结果,每个季度调查1次,年末进行1次总评,评选季度/年度星级护士,按照满意度从高到低录取。结果经过2015年评选,季度星级护士共评出60人,年度星级护士评出6人;通过一年时间评选,门诊患者对护士工作的满意度明显高于活动开展前,P<0.05。结论星级护士评选活动能够有效提高护士专业素养,体现良好服务水准及服务态度,门诊患者满意度提升明显。
Objective To analyze the clinical effect of star-rated nurses on the satisfaction of patients in hospital outpatients. Methods From January 2015 to December 2015, as the star-level nurses selection stage, we conducted a questionnaire survey of outpatients on nurses’ professional ability, communication skills, health education, courtesy and service attitude. The survey results, quarterly survey 1 times, at the end of a total rating, selected quarter / annual star nurses, according to the satisfaction of admission from high to low. Results After 2015, a total of 60 star-rated nurses were evaluated and 6 star-rated nurses were rated. Satisfaction of outpatients with nurses was significantly higher than that before the activities through one-year evaluation (P <0.05). Conclusion The evaluation of star nurses can effectively improve the professional qualities of nurses, reflect the good service standard and service attitude, and the satisfaction of outpatients is obviously improved.