摘要
目的探讨"3H"护理服务管理模式在岗位护理礼仪培训的应用效果。方法随机抽取2013年1月—2017年1月来我院治疗的350例患者问卷调查表进行回顾分析,将350例患者按照年份不同,分为对照组(170例)和观察组(180例)。其中,对照组护理人员未经受专业的培训,观察组护理人员受过"3H"护理服务管理模式培训,采用综合评定法分析"3H"护理服务管理模式应用于护理培训中的应用效果。结果观察组满意率高于对照组,差异具有统计学意义(P<0.05),观察组护患纠纷发生率高于对照组,差异具有统计学意义(P<0.05)。结论将"3H"护理服务管理模式应用于护理礼仪培训后,可以有效的提高患者的满意程度,提升护理人员的个人素质和护理质量,降低护患纠纷的发生率。
Objective To explore the application effect of “3H” nursing service management mode in post nursing etiquette training. Methods The questionnaire survey of 350 patients treated in our hospital from January 2013 to January 2017 was randomly selected and analyzed. The 350 cases of patients were divided into the control group （170 cases） and the observation group （180 cases） according to the diferent years. In the control group, the nursing staf did not undergo professional training. The nursing staf of the observation group were trained by the ＂3H＂ nursing service management model. The comprehensive evaluation method was used to analyze the application effect of ＂3H＂ nursing service management model in nursing training. Results The satisfaction rate of the observation group was higher than that in the control group, the difference was statistically significant （P 〈 0.05）, and the incidence rate of the patients in the observation group was higher than that in the control group, the difference was statistically signifcant （P 〈 0.05）. Conclusion The nursing service management mode of ＂3 h＂ applied in nursing etiquette training, can efectively improve the patient＇s satisfaction, improve nursing staf＇s personal quality and nursing quality, reduce the incidence of disputes, nurses and patients.
出处
《中国继续医学教育》
2018年第5期197-198,共2页
China Continuing Medical Education
关键词
3H
岗位护理
服务管理模式
礼仪培训
3H
post nursing
service management mode
etiquette training
