Research on the impact of detail service management on the quality and satisfaction of outpatient guidance nursing services
细节服务管理用于门诊导诊护理服务对服务质量及服务满意度的影响研究

摘要

目的 探讨细节服务管理应用于门诊导诊护理服务对服务质量及患者服务满意度的影响。方法 选择于2023年1月－2024年1月期间收治的门诊患者100例作为研究对象，将其按照随机数字表法，分为对照组（n=50例，常规导诊护理服务）和观察组（n=50例，细节服务管理模式下的导诊护理服务）。收集两组患者满意度以及服务质量。结果 经过观察与记录，观察组患者满意度以及服务质量均优于对照组，有统计学意义（P＜0.05）。结论 细节服务管理应用于门诊导诊护理服务可有效提高服务质量和患者服务满意度，值得在门诊护理工作中推广应用。

Abstract

Objective To explore the impact of detail service management applied to outpatient guidance nursing services on service quality and patient satisfaction.
Methods 100 outpatient patients admitted between January 2023 and January 2024 were selected as the study subjects. They were randomly divided into a control group (n=50, receiving routine guidance nursing services) and an observation group (n=50, receiving guidance nursing services under the detailed service management mode) using a random number table method. Collect satisfaction and service quality from two groups of patients.
Results After observation and recording, the satisfaction and service quality of patients in the observation group were better than those in the control group, with statistical significance (P<0.05).
Conclusion   The application of detail service management in outpatient guidance nursing services can effectively improve service quality and patient satisfaction, and is worthy of promotion and application in outpatient nursing work.