摘要： 目的:建立以患者需求为导向、以患者满意为目标的新型现代病房护理服务模式。方法:通过分析服务中的缝隙,针对性地对护理服务的组织结构、职能、权力结构、正式规范、服务过程、管理方法进行改革,在临床实施11个月后,比较改革前后效果。结果:患者对护理工作综合满意度由86.6%上升到98.3%,红灯数由每天平均97个降低到11个,护理质量由11.10分提高到11.98分,投诉、过失、事故降低到0。

Abstract: Objective: To establish a modern ward nursing service mode which is patient need oriented and aimed at patient satisfaction. Methods: Reform the nursing organization structure, function, right structure, formal criteria, service process, and management me