2022年护理部关于改善服务态度提升服务水平工作计划 .pdf

护理部关于改善服务态度提升服务水平工作计划我院自 20XX 年 5 月开展优质护理服务示范病房以来，得到了大多数病人及家属的认可和好评，病人满意度得到了普遍提高，护理服务水平有了明显的提升。但是，工作中仍然存在许多不足的地方，如对病人不够热情、解释工作不到位、缺乏耐心、服务不到位、主动服务意识不强，缺少微笑服务等现象。为全面提升我院服务水平，更好地为病人提供满意优质服务，护理部特拟定，提升服务水平的计划如下：一、转变服务思想，强化服务意识。各科室组织科内护理人员进行分析讨论影响满意度的相关原因，对存在的问题给予充分认识，寻找出解决问题的积极可行的办法，护士对自身存在问题进行自评，护士长给予一对一指导，以达到不断完善自身素质的目的。二、改善就医环境。保持病房环境清洁、整齐、安静、舒适。尽最大努力为病人创造出一个良好的就医环境。三、加强对科内重点人员（新来人员，性格不稳定者，服务态度欠佳，理论水平较差的护士）沟通能力的培养，对个别护士应单独指导，跟踪调查，定时检查。四、护理部及科室实行奖惩机制，提高护士工作积极性，凡病人提名表扬的护士给予精神及物质上的奖励；对工作态度较差的护士，给予说服教育并进行指导，帮助、督促早日改进，如有投诉现象，按医院相关制度处理。五、良好的后勤保障系统。与后勤人员保持良好的沟通，督促后勤为临床提供方便、快捷的服务保障。六、制定病人从入院到处出院的全流程化服务，主要从以下几方面做起：（一）病人入院时：1、护士面带微笑，起身迎接新病人，安置床位，并立即将患者带到病床，给病人及家属留下良好的第一印象。2、备好床单元，护送病人至床前，妥善安置，通知医生对患者进行处置。3、主动行自我介绍和主管医生介绍，并根据患者病情的轻重缓急，选择合适的入院宣教时机，让患者或家属能更好的接受和掌握。（二）患者住院后：科室为患者提供便民措施。如：饮水、微波炉、卫生用品等。做好各项基础护理，尽量做到主动、热情、耐心、周到，管床护士及时巡视病房，加强与患者的沟通，关心患者的不适和需求，并及时妥善为患者解决。与患者或家属沟通时，坚决杜绝生、冷、硬、碰的现象。（三）住院期间：1、管床护士要针对患者情况进行相应的健康教育，并帮助生活不能自理的患者进行各项生活护理。2、工作中多用“您、请、谢谢、对不起”等礼貌性语言、解释性语言、安慰性语言、保护性语言，对患者有包容精神。文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L43、禁忌用语。称呼类：喂，XX 床，老头；冷漠类：不知道、明知故问、你问别人、自己看；顶撞类：喊什么喊、等会、与我无关、找我的领导、没看见我忙吗？急什么等等4、对患者应四避免：避免使用易刺激的语气和语言；避免使用对方不易理解的专业词汇；避免刻意改变和压抑对方的情绪；避免强求对方接受事实。5、护士要不定期的巡视病房，召开公休讨论会，发放满意度调查表，了解患者对护理工作的满意程度和对护理的需求，并根据反馈信息制定改正措施。四、病人出院时：1、针对患者病情的恢复情况进行出院指导。如办理付账手续、院外注意事项、带要指导、饮食及功能的锻炼，门诊随访。2、听取患者住院期间的意见和建议，主动护送患者下楼梯口。给每位出院病人发放联系卡，保持联系，对已出院的患者针对病情和病人情况，每半月进行出院回访一次。3、要真正做好优质服务，关键还是在于自己是否真正用心去为病人服务。主动去参与医生查房，主动了解病人的不适，主动去解决病人的问题。在护理病人的过程中，遇到疑问，主动去询问，问医生、问同事、甚至自己主动查阅相关信息，在不断提高自己业务知识的同时，也提高了自己主动学习的能力。病人从入院到手术到出院，一系列的宣教工作，每天不断加强和反馈，同时也提高了自己主动沟通的能力。作为病人来说，希望得到的是医护人员主动的关心和优质的服文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4务，我们只要认真的做到这些，才真正符合了病人的要求。文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4文档编码:CP4I6E10T10Q8 HY1Q6G1A7J5 ZL3U9R5V9L4