目的在新型医疗改革政策的推动下,护理人员要不断地改变护理观念,提倡以“假如我是患者”的换位思考,来适应社会发展的需要,改变以疾病为中心的护理模式,转向以患者为中心的护理模式,为患者提供最优质的护理服务。方法提高医院的硬件配套设施和医护人员的专业技术水平及自身修养。结果门诊患者的服务满意度逐年上升,投诉率直线下降。 Objectives Nursing staff should constantly change their concept of nursing and promote the thinking of empathy as “if I am a patient” to adapt to the needs of social development and to change the disease-centered nursing mode under the impetus of the new medical reform policy. Turn to patient-centered care to provide patients with the highest quality of care. Methods to improve the hospital’s hardware facilities and medical staff professional and technical level and self-cultivation. Results Outpatient service satisfaction increased year by year, the complaint rate plummeted.