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1、返修稿稿件号:73614C营销理论在门诊护理管理中的应用Thepracticeofmarketingtheoryof4Csinoutpatientnursingmanagement金逸郭建林(上海同济大学附属第十人民医院门诊护理组上海200072)JinYi,GuoJianlin,TheTenthPeopleHospitalAffiliatedtoTongjiUniversity摘要:目的通过应用4C营销理论,切实了解门诊患者的护理服务需求,改进门诊服务流程,科学地提高护士的工作热情及服务质量。方法:合理使用4C营销理论的理念,从服务营销的角度对门诊护士进
2、行管理。结果对比应用4C营销理论前后的各项指标有明显变化,差异有统计学意义(P<0.05),护士技术水平和专业知识的考核合格率应用前为88.89%,应用后上升至100%,前后对比有明显升高,差异有统计学意义(P<0.05);医师对护士的满意度在应用前为68.8%,应用后提高至86.4%,前后对比有明显提高,差异有统计学意义(P<0.05);患者对护士工作满意度应用前为79.7%,应用后提高至95%,前后对比有明显提高,差异有统计学意义(P<0.05);病人对护理工作的年投诉率3%下降至0%,前后对比明显降低。结论应用4C营销理论进行门诊护理管理,可以提高门
3、诊护士的工作积极性和专业技术水平,改善医护及护患关系,为患者提供高质量、人性化的门诊护理服务。关键词:4C营销理论护理管理满意度Abstract:ObjectiveBasedonTheoryof4Cstoobservetheoutpatientsneedfornursingserviceandimprovenursingflow,tolargelymotivatenurseworkpassionandqualityenhancement.MethodRationalusingmarketingtheoryof4Cs,wecarryoutnursingsta
4、ffmanagementfromtheperspectiveofservicemarketing.ResultContrastandapplicationof4Cmarketingtheoryandindexeshaveanobviouschange,thedifferencewasstatisticallysignificant(P<0.05),nursetechnicallevelandprofessionalknowledgeexaminationpassratefor88.89%beforeapplication,afterapplicationo
5、fupto100%,beforeandaftercontrastincreasedobviously,thedifferencewasstatisticallysignificant(P<0.05);doctorofnursesatisfactionbeforeapplyingfor68.8%,afterapplicationtoincreaseto86.4%,beforeandaftercontrastisimprovedobviously,thedifferencewasstatisticallysignificant(P<0.05);patients
6、onnurses'jobsatisfactionfor79.7%beforeapplication,afterapplicationtoincreaseto95%,beforeandaftercontrastisimprovedobviously,thedifferencewasstatisticallysignificant(P<0.05);patientsfornursingcarethecomplaintratefellto0%in3%years,beforeandaftercontrastsignificantlyreduced.Conclusio
7、nMarketingtheoryof4Csiseffectiveinoutpatientnursingmanagement,whichcouldplayagoodroleinimprovingthemotivationandnursingability,boththenurse-doctorandnurse-patientrelationship.[KeyWords]Marketingtheoryof4Cs,Nursingmanegemet,Satisfaction门诊是医院对外服务的窗口,门诊服务质量的优劣将直接影响医院的信誉和效益,提高门诊满意度是改善
8、医患关系,增强医院竞争力的有效手段〔1〕。为了提高门诊护理质量,切