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茅箭医院护理部( 9 )月温馨服务评价结果汇总

2019/10/11  作者:admin
调查结果 发放份数(份) 评价项目(项) 满意(项) 基本满意(项) 不满意(项) 平均分数 满意度(%)
113 2260 2122 135 3 97.6 100%
提名表扬 精1区:全体护士2票,胡静静、昝凤各3票,陈国峰2票,胡贤慧、冉丹荔、刘东东、杨晓各1票。                                                      精2区:张红娥8票,罗小丽、王贞珍、曹鹏各4票,王煊3票,廖宗芳、蔡鹏、徐开威各1票。                                                                精3区:全体护士1票,陈燕6票,胡艳5票,刘霞、孟欣欣、韩荣、马雪君各4票,刘虹3票,李贝贝1票。                                            精4区:全体护士1票,上官玉龙2票,田磊、陈雪莹、郑军各1票。                           外1科:全体护士2、陈姝2。                                                             外2科:全体护士1、赵霞2、贺芳1、陈丽1、刘欢2。                                                   中医科:向莹莹1、杨娜娜1。                                                                急诊科:张欢2、李晓花3、全体护士1。
不满意原因 1、亲切的笑脸;                                                                        2、贴心的问候;                                                                         3、端庄的仪表;                                                                        4、礼貌的称呼;                                                                        5、自我介绍;                                                                             6、诚恳的道歉;                                                                           7、温馨服务联系卡;                                                                  8、用药指导;                                                                          9、康复训练;                                                                         10、心理护理沟通;                                                                   11、各种治疗一次到位;                                                                12、记账收费;                                                                        13、整洁的用具;                                                                    14、住院环境。
原因分析 人:个别护理人员缺乏慎独精神;护理人员工作忙;部分新员工静脉穿刺技术有待提高;医学知识掌握不足;患者的需求差异;护士长疏于管理。                                                                            机:工作人员过分依靠呼叫系统。                                                         环:部分病区无独立卫生间;设施陈旧;环境保洁不彻底、不及时;医院食堂饭菜品种单一。                                                                             法:分级护理制度落实有欠缺;检查督导不及时;考核、奖惩机制落实不到位。
改进措施 1、有关护理巡视观察不到位的现象,在6月份第3方对我院住院患者的测评时也存在这种情况,要求各科室针对这一问题进行PDCA整改,制定整改方案。                            2、科室护士长要加强管理、考核,不做老好人,严格按照职责、制度管理落实。                                                                                       3、院护理质控相关检查组每月检查,询问患者。                                              4、教育护理人员勤观察、勤巡视,服务主动耐心。
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