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目的:探讨创新服务理念,提高急诊患者护理满意度。方法:将温州医科大学附属第二医院近期急诊患者随机分为对照组和实验组。对照组采用常规护理,实验组采用创新后的服务理念和方法护理,比较两组投诉次数和满意度的差异。结果:实验组投诉次数少于对照组(P<0.05),满意度显著高于对照组(P<0.05)。结论:创新服务理念,能减少急诊患者投诉次数,显著提高急诊患者护理满意度。
OBJECTIVE: To explore innovative service concept and to improve patient satisfaction in emergency care. Methods: The emergency patients in the second affiliated hospital of Wenzhou Medical University were randomly divided into control group and experimental group. The control group was treated with routine nursing, and the experimental group was treated with innovative service concept and method. The differences in the number of complaints and satisfaction between the two groups were compared. Results: The number of complaints in the experimental group was less than that in the control group (P <0.05), and the satisfaction was significantly higher than that in the control group (P <0.05). Conclusion: The innovative service concept can reduce the number of complaints from emergency patients and significantly improve the nursing satisfaction of emergency patients.