【摘要】 目的:通过分析门诊采血患者投诉原因,提高门诊采血室护理服务质量,进而提高患者满意度。方法:回顾性分析自2005年1月至2011年1月共6年间的门诊采血患者投诉情况,分析投诉原因并提出防范对策。结果:6年间共发生174例患者投诉事件,投诉原因主要涉及未能及时领取化验单、服务态度、就诊流程等方面。结论:通过良好的沟通,认真的处理,可有效降低患者投诉率,提高患者满意度,改进采血室工作流程,使护患双方得到共赢。更多还原

【Abstract】 Objectives: To analyze complaint reasons of blood sampling patients andto improve patients satisfaction and nursing service quality in blood sampling room ofoutpatient department. Methods: We analyzed patients’ complaint reason according to therelevant data from January 2005 to January 2011 and proposed protective countermeasures.Results: There were 174 complaints and the main complaint reason were not receivinglaboratory sheet in time, bad service attitude, complicated diagnostic steps and so on.Conclusion: Good communication and earnest nurse service could decrease complaint rate,increase patient’s satisfaction, improve working flow in blood sampling room, and achievewin-win outcome.更多还原