【摘要】 目的　探讨优质护理服务的管理方法 ,提高病人的满意度及服务质量。方法　 1 996～ 2 0 0 1年 ,护理部组织问卷调查小组每季度对 56个病区随机抽查 30 %病人进行问卷调查 ,针对存在的不良护理服务项目进行管理改进 ,并对收集的原始数据作分析处理。结果　病人满意度从 1 996年的 76 9%上升到 2 0 0 1年的 99 4% ,服务质量得到了很大的提高。结论　不断加强护理服务的质量管理 ,是提高病人满意度和服务质量的有效措施更多还原

【Abstract】 Objective\ To study the management of high-quality nursing service to increase patients’ satisfaction degree and nursing quality. Method\ From 1996-2001, the nursing department was undertaking the survey work through questionnaire, and every three months, 30% questionnaires of 56 sections were studied randomly. Those targeted items were tackled and the original data were analyzed. Result\ Patients’ satisfaction degree increased from 76.9% in 1996 to 99.4% in 2001. The service quality was greatly improved. Conclusion\ Continual improving measures of nursing service were effective in increasing patients’ satisfaction degree and service quality of the hospital.更多还原