First of all, form ideal emotions, values and codes of conduct among nurses. Starting with education, through a series of activities such as classes, reports, large-scale seminars and speeches. It has greatly stimulated the enthusiasm of nurses and improved their quality. Everyone has a unified understanding and established that "satisfying patients and making patients healthy" is our eternal goal.
Second, the specific content of nursing service culture construction
1, formulate the nursing concept: caring for people and patients; The skills of saving the world and serving the health of patients and everyone are the persistent pursuit of nurses;
2. Pay attention to the art of nursing service: in addition to all-round and multi-level services, we advocate smiling service, polite service and comfortable service. Actively carry out psychological nursing health education with rich contents and various forms, and adopt various measures and methods such as recording, video recording, music and publicity.
3. Pay close attention to the quality of nursing service: revise the regulations on nurses' assessment, formulate various standard operating procedures, and strengthen the three-level quality control system involving nursing department, department head nurse and head nurse. 1999 The satisfaction rate of discharged patients reached 98%. Carry out holistic nursing wards up to 50%.
4. Improve the efficiency of nursing service: the operating room has opened the bottleneck, and full-time surgery was done on Saturday. Compared with the same period in August 1998, the operating rate increased by 265,438+0%. Open a green channel in emergency, and connect with the municipal ambulance brigade to create a "3 1 1" emergency line, which is smooth, safe and efficient. The rate of emergency visits has increased by 20% compared with the same period last year.
Third, the service culture research pilot and effect
1. The research contents of psychological care for perioperative patients in operating room include: (1) outdoor visit before operation; (2) playing background music during operation; (3) establishing information release window; (4) careful follow-up after operation. The satisfaction rate 100% and the demand rate 100%.
2. The specific measures to develop the green channel nursing service in emergency room are (1) to establish a distinctive identification system; (2) to establish an emergency call system; (3) to establish a well-trained rescue nurse team; (4) to set up a green armband full-time waiter; (5) to launch a * * * youth league demonstration group competition; (6) to make the emergency observation room ward-oriented; (7) to open the first emergency hotline telephone emergency room green channel service in this city. The city's radio, television and newspapers all reported it seven times. The satisfaction rate of emergency patients is over 98%. The emergency nursing team won the gold medal in the Shanghai Hospital Cultural and Creative Competition.
3. The study of standardized health education in cardiology department adopts various health education methods, so as to achieve universality, blackboard reporting, writing, radiation, continuity, expansibility, timeliness, flexibility and practicality, and the time of collective or individual health education for inpatients is about 30 minutes every day. The patient satisfaction rate increased from 90% to 98.5%. This work also extended to society and families, and organized the "Friends of Pacemakers Association", which broadened the prospect of health education.
4. Research on the service art of special wards After years of practice and research in nursing service, the six-character service art of "no, love, patience, happiness, safety and change" has been formed. Compared with the same period of previous years, the admission rate of patients in 1998 increased by 30%, 1999 increased by 70%, and 1.20% increased in 1999. The ward paired up with Comrade Ma Guining, a model worker in the city, and applied the "art of horse brand service" to clinical nursing work, and established the "Ma Guining Nursing Group" in the special needs ward. In order to continuously improve the research of hospital nursing service culture, we also investigated the professional status of hospital nurses to understand their professional mentality. In addition, we investigated the nursing needs of 777 inpatients, and made corresponding measures and countermeasures through investigation.
On the basis of summarizing the research work of nursing service culture in our hospital in recent years, this paper puts forward some concrete measures, aiming at attracting the attention and research of domestic nursing circles and further deepening and perfecting the research work of nursing service culture.