After providing high-quality nursing services, both nurses and patients have improved communication and exchanges with patients, which has made patients and their families trust and rely more on nurses and reduced nursing complaints. At the same time, some complaints against doctors have disappeared in the bud. The following are the application measures of high-quality nursing service I have studied for you, hoping to help you.
Objective: To explore the implementation of high-quality nursing service in orthopedic wards, provide personalized service for patients, improve the satisfaction of inpatients and promote the harmonious development of hospitals. Methods: The service concept and working mode were changed to provide all-round high-quality nursing service for orthopedic inpatients. Conclusion: After the implementation of high-quality nursing service, the overall quality of nurses has been improved, the work quality and enthusiasm of nursing staff have been improved, the satisfaction of patients and their families has been improved, the disputes between nurses and patients have been reduced, and the service brand of the hospital has been upgraded.
Keywords: orthopedic quality service nursing
Quality nursing service refers to taking patients as the center, strengthening basic nursing, fully implementing the nursing responsibility system, deepening the connotation of nursing specialty and improving the overall nursing service level. In order to continuously improve the quality of nursing, the orthopedics department of our hospital began to implement high-quality nursing service in September of 20 1 1 year, and achieved good results. The specific measures taken are summarized as follows:
1. Change nursing concept and strengthen service consciousness.
The nursing department of our hospital trains the nurses in the whole hospital on the knowledge of high-quality nursing service, instills the concept of high-quality nursing and strengthens the consciousness of high-quality nursing. Through learning and mobilization, the concept of nurses has changed from "I want to serve" to "I want to serve". Paying attention to clinical effect and satisfying patients is our ultimate goal.
2. Optimize the nursing mode and reform the division of labor and scheduling of nurses.
2. 1 Implement responsibility nursing mode and implement holistic nursing.
That is, the nurse in charge is fully responsible for all nursing work (including life nursing, disease observation, treatment, rehabilitation, health guidance, etc.). ) patients, even at rest, she also wants to tell patients to be "managed" by the same group of nurses for the time being.
2.2 Implement the team responsibility system, with senior and experienced nurses as the team leader, which plays the role of leadership, guidance and supervision.
Junior nurses also have room for growth and development. The nursing team leader and the responsible nurse should strictly implement the high-quality nursing service standard, the head nurse should check it daily, and the nursing department should check it at any time.
2.3 In order to provide patients with all-round care, three contract nurses were added to the undergraduate course.
There are specialized doctors and nurses who are fully responsible for patients from admission to discharge, implement flat and flexible scheduling, adjust each shift according to patients' needs, and change the previous functional system and responsibility system for nursing. Flexible and reasonable allocation of nursing manpower, seamless nursing, resolutely put an end to the separation of treatment and nursing, and truly implement all-round holistic nursing for patients.
3. Optimize the hospitalization environment, optimize the service process, and create a warm ward.
The cleanliness and comfort of the environment can affect the mood of patients, and it is also the premise to ensure and optimize the basic life of patients in the process of treatment and rehabilitation [1]. ? Keep the ward clean, tidy and quiet, with appropriate temperature and humidity. The department provides patients with free microwave heating meals; Posting warm tips and anti-skid signs in the ward; There are photos of general practitioners, personal titles and professional profiles, and illustrated disease health education exhibition boards in the corridor; Provide sewing, scissors, paper and pens, envelopes and other convenient bags.
Provide nursing appliances, such as shampoo car, bedside toilet, walker, etc. Organize regular symposiums on patients' public holidays to listen carefully to patients' opinions and suggestions. A daily list shall be issued by the nurse to the patient's bedside for the patient to check. Let patients know about the charges of various treatments, examinations and nursing, and ask and explain patients' questions.
4. Strengthen business study and improve technical level.
Rich professional knowledge and skilled skills are the core content of high-quality nursing, and comprehensive knowledge, excellent technology and serious and responsible work are the primary nursing indications. [2] ? We organized the study and formulation of various disease care routines and disease observation points, organized the study of commonly used drugs and new drug instructions, strengthened the study of the "three basics" theory and operation technology, and actively participated in the business study of the hospital. At the same time, we also used our spare time to self-study exams, which greatly improved the professional technical level and emergency response ability of nursing staff and integrated the concept of "all for patients" into the operation of nursing technology.
5. Simplify nursing documents and return time to nurses and patients.
Our hospital implements electronic medical records, simplifies the writing of nursing documents, and implements tabular nursing record sheets, which saves the writing time of nurses, greatly increases the communication time between nurses and patients, and enhances the feelings between nurses and patients.
6. Health education
Strengthen communication and exchange with patients, mobilize the enthusiasm of patients to participate in disease rehabilitation, and take the patient as the principle. The most important thing in orthopedic health education is health education and functional exercise before and after operation.
6. 1 Preoperative education
First of all, evaluate the patients' understanding of the operation, patiently explain the necessity of the operation, briefly introduce the operation process, care for the patients, give psychological support, and properly explain the operation cooperation and postoperative precautions. Tell them when to fast and water, and the necessity of quitting smoking and drinking. The importance of preoperative skin preparation. Do a good job of preoperative guidance, such as: deep breathing, effective cough, patting the back, training to get out of bed and urinate.
6.2 Postoperative education
Explain to patients the functions of applying various medical devices, such as plaster fixation, ECG monitoring, external fixator, oxygen inhalation, etc. , after spinal anesthesia or general anesthesia, fasting time and recumbent requirements. Give dietary guidance, eat a digestible diet with high protein and vitamins, and eat more fruits and vegetables. Keep local wounds clean and dry, and teach patients the essentials of turning over after operation. Care for patients, do a good job in psychological care, observe the psychological dynamics of patients at any time, and give psychological counseling.
6.3 Functional exercise
Explain the significance and methods of functional exercise to patients, so that patients can fully realize the importance of functional exercise and master the initiative of functional exercise methods. Functional exercise is based on the fact that patients do not feel tired and there is no pain at the fracture site. The range of activities is from small to large, the number of times is from less to more, the time is from short to long, and the intensity is from weak to strong, and the exercise is carried out step by step. Carefully make an exercise plan for patients. In the process of exercise, according to the general situation of patients, the progress of fracture healing and the reaction effect after exercise, the exercise plan is constantly revised, and the exercise content is added or deleted.
7. Pay attention to details and implement basic nursing.
Basic nursing is the most important link in nursing work. Orthopedic patients are mostly bedridden patients, so it is particularly important to do basic nursing. Since the application of high-quality nursing service, basic nursing has been well implemented, and morning and evening nursing is more in place. Life nursing is closely combined with professional technology, and foundation is combined with specialty, so that patients can experience professional nursing while receiving nursing and solve patients' problems with professional nursing means.
7. 1 morning care
We use wet sweeping to clean and tidy the bed unit and replace the bed unit when necessary. For patients who can't take care of themselves because of mobility difficulties, we assist in gargling, washing face and feeding. For patients who are semi-self-care or completely unable to take care of themselves, we help them turn over, pat their backs, exercise their functions, and help patients wash their hands when necessary. Give all kinds of drainage tubes to patients with wound drainage, and properly handle them to help patients dump drainage fluid and urine. Morning communication: ask about sleeping at night, pain, eating in the morning, etc. Pay special attention to the postoperative wounds and pains of patients, and find and deal with them in time.
7.2 evening care
Tidy up the bed unit and replace it if necessary. Tidy up and straighten out all kinds of pipes. Provide guidance to patients before going to bed. Oral care and defecation care were given to patients who can't take care of themselves before going to bed. For patients with postoperative pain, attention should be paid to the quietness of the surrounding environment to facilitate sleep. The TV set in the ward was turned off on time and the family members were asked to leave the hospital. In the intensive care unit, corridor lights are reserved to facilitate observation of patients.
The effects achieved after the implementation of high-quality nursing service in orthopedics are as follows:
1. Patient satisfaction was significantly improved.
The results of the monthly satisfaction survey of orthopedic wards, the quarterly satisfaction survey of hospitals and the "Three Excellent and Three Satisfaction Activities" have all improved, reaching more than 95%, and the nursing work has been recognized by patients and their families.
2. Ward order improved, and the proportion of chaperones decreased.
By providing comprehensive and whole-course care for patients, nurses spend more time in the ward, ringtones are basically eliminated, the proportion of patients accompanying them is reduced, and the number of accompanying and visiting people is obviously reduced.
3. Medical quality has been further guaranteed.
Nurses can comprehensively, meticulously and timely grasp the patient's condition changes and psychological dynamics, and take effective measures in time to ensure the safety of patients and promote the recovery of diseases.
4. Harmonious doctor-patient relationship, put an end to disputes between doctors and patients, and improve the service brand of hospitals.
After providing high-quality nursing services, both nurses and patients have improved communication and exchanges with patients, which has made patients and their families more trust and rely on nurses and reduced nursing complaints. At the same time, some complaints against doctors have disappeared in the bud. The doctor-patient relationship is closer and more harmonious, creating a good medical environment, winning social attention, expanding the visibility of the hospital in the surrounding areas and enhancing the service brand of the hospital.
References:
[1] Cheng Lei, You Chuan. Attach importance to the connotation construction of basic nursing and promote the development of nursing discipline [J]. Ordinary care, 20 10/0,8 (3b): 739-740.
[2] Liu, An Xiuyan. Investigation on different people's views on quality care [J]. chinese nursing management Journal, 2007,6 (21): 21-23.
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