【摘要】 目的从流程管理入手,探讨保证护理服务与人文关怀有机融合的有效途径。方法依据卓越护理流程设计的原则、华生人文关怀理论、患者需求、患者权利,对所有直接服务于患者的护理项目中的人文关怀措施进行个性化设计,对设计后的流程试运行3个月,并在实施过程中不断征求患者的意见,定稿后进行培训和执行。结果流程再造实施后患者对护理服务11项指标评价及舒适达标、护理质量、安全评价显著优于实施前(均P<0.01)。结论将人文关怀融入各项护理流程再造中,有利于提高护理服务质量和患者满意度。更多还原

【Abstract】 Objective To find an effective way to ensure humanistic care to be integrated into nursing service from the aspect of process management. Methods Based on principles of excellent nursing process designing,theory of Jean Watson′s Human Care,patient individual requirements and patient rights,we made individualized design of all humanistic care measures manifested in all direct nursing service items.And the design was put into practice and underwent 3-month trial.We modified the process during the trial operation,followed patients′ advices,and eventually made a final version of the design and generalized it into implementation. Results After implementation of reengineered nursing process,patients′evaluations on 11 items of nursing service were significantly higher than before.Moreover,the comfort degree,nursing quality and safe appraisal were also significantly improved(P<0.01 for all).Conclusion Integrating humanistic care into redesign of nursing process improves nursing service quality and patient satisfaction.更多还原