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住院病人满意度是衡量护理质量的重要标志。为提高护理服务质量 ,作者注重了服务质量满意度调查的导向作用。做法 :将PDCA工作法应用于此项调查中 ,加强对每次调查结果的统计分析与反馈。建立调查项目库 ,按照不同时期护理服务质量存在的薄弱环节 ,设立和调整调查项目。调查结果纳入对科室和护士长的阶段与年终考核之中。通过有意识的导向与控制 ,使护理人员服务质量有了明显的提高
In-patient satisfaction is an important indicator of quality of care. In order to improve the quality of care services, the author paid attention to the guiding role of satisfaction survey of service quality. Practice: Apply the PDCA work method to this investigation to strengthen the statistical analysis and feedback on the results of each investigation. Establish a survey project library to establish and adjust survey items according to the weaknesses in the quality of care services at different times. The survey results are included in the stage and year-end assessments of the department and head nurse. Through conscious guidance and control, the quality of service for nursing staff has been significantly improved.