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(11)月温馨服务评价结果汇总

2019/12/05  作者:admin
(11)月温馨服务评价结果汇总
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(%)
103 2060 1963 93 4 98 100%
提名表扬 内1科:全体护士票。                                                                   内2科:全体护士3票。                                                                内3科:全体护士1票;张婷5票;储霞4票;张燕2票;何芳、余成城、万平平各1票。                                                                                   外1科:汤敏、易静静各1票。                                                                 儿科:孙正芳、赵丰琴、袁明玉各1票。                                                        中医科:全体护士1票;郭君玲、胡仙各1票。                                                    精1区:全体护士、杨晓、王玉敏、张莉莉、胡贤慧、陈国峰、胡静静各1票。                                  精2区:蔡鹏5票;罗小丽、徐开威3票;吴生威、王贞珍、曹鹏各1票。                           精3区:高红4票;刘霞2票;胡艳、马雪君、蒙欣欣、李贝贝、陈燕各1票。                                 精4区:任珊珊8票;上官玉龙7票;田磊5票;唐荣4票;陈娇3票;夏群2票;黄玲丽、陈雪莹、郑军、邵传昱各1票。
不满意原因 1、整洁用具;                                                                           2、用药知识;                                                                             3、康复指导;                                                                             4、注意事项多次交待;                                                                     5、心理护理;                                                                          6、住院环境;                                                                             7、入院宣教;                                                                              8、联系卡;                                                                              9、治疗一次成功;                                                                       10、记账收费;                                                                            11、饮食休息讲解;                                                                        12、自我介绍;                                                                          13、礼貌称呼;                                                                          14、道歉。
原因分析 人:工作人员相对少;沟通服务主动性不够;文明礼貌意识欠缺;对工作认识有偏差;缺乏慎独精神。                                                                    环:门诊楼病区无独立卫生间;设施陈旧、布局欠合理。                                    法:科室无全面的奖惩考核措施;护士长忙于日常工作、疏于监管。
改进措施 1、将存在的问题在全院11月份护理质量例会上通报,警示大家引起重视。                          2、用药知识、康复指导、心理护理等内容要贯穿于患者住院期间的各个治疗护理环节,不仅仅限于入院时进行,切实做到用心服务。                                         3、每月联系卡的科室尽快制作专科特色的服务联系卡,方便患者咨询、就诊。
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