南部某醫學中心護理人員服務禮儀之改善專案

Service Quality Improvement Project of Nursing Care Courtesy in a Medical Center on Southern Taiwan

10.6974/TCNJb.200506.0066

陳淑華(Shu-Hwa Chen)；郭美玲(Mei-Lin Kuo)；歐淑美(Shwu-Mei Ou)；蕭世槐(Shih-Huai Hsiao)

以客為尊 ； 服務態度 ； 教育訓練 ； respect to customers ； service attitude ； education training

慈濟護理雜誌

4卷2期（2005 / 06 / 01）

66 - 74

繁體中文

The service concept of showing respect to customers has spread from general service industrias to medical care and health services. The service attitude of the first-line personnel has a great influence on the service quality that customers felt. The reformed project aimed at improving the service propriety of nursing personnel. Through an actual survey, we did find some problems that urgently required improvement. When nursing personnel provided services to patients and their relatives, including talking in a bad tone, lack of spontaneous aid and service, appearing nonconformist to the regulation, etc. The team members analyzed and found out that nursing personnel had little idea of how to respond to various questions and resolve the problems of the patients and their relatives. The solving ways included: to update periodical auditing system, to hold on-job education training of service courtesy and looks, to estrblish standardized responding handbook to answer patient's and relatives' frequent questions, to sposor service courtesy and attitude contest, and to renew auditing system. The results of interventions were statistically significant (p＜.05), for instance, the threshold value of phone response was upgraded from 65.9 to 92.7, the basis attitude was 61.4 to 85.4, service courtesy was 87.1 to 97.2. It did in accordance with the knowledge-attitude-practice (KAP) change theory.

The service concept of showing respect to customers has spread from general service industrias to medical care and health services. The service attitude of the first-line personnel has a great influence on the service quality that customers felt. The reformed project aimed at improving the service propriety of nursing personnel. Through an actual survey, we did find some problems that urgently required improvement. When nursing personnel provided services to patients and their relatives, including talking in a bad tone, lack of spontaneous aid and service, appearing nonconformist to the regulation, etc. The team members analyzed and found out that nursing personnel had little idea of how to respond to various questions and resolve the problems of the patients and their relatives. The solving ways included: to update periodical auditing system, to hold on-job education training of service courtesy and looks, to estrblish standardized responding handbook to answer patient's and relatives' frequent questions, to sposor service courtesy and attitude contest, and to renew auditing system. The results of interventions were statistically significant (p＜.05), for instance, the threshold value of phone response was upgraded from 65.9 to 92.7, the basis attitude was 61.4 to 85.4, service courtesy was 87.1 to 97.2. It did in accordance with the knowledge-attitude-practice (KAP) change theory.

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