门诊部实施电话预约护士报号服务的做法与体会

摘要

Objective To explore the effective management method for phone reservation services in the service center, so as to improve the rate of phone reservation and patient satisfaction. Methods Every nurse had a number for herself. The nurse needed to report her number when answering reservation calls.The workload of nurses was measured based on the records of phone reservation and their salary was given according to their workload. The other measures included standardizing civilization speaking and strengthening the training of personal quality. Results The number of patients receiving phone reservation services was raised and their satisfaction was increased. Conclusion The phone reservation and reporting the code of nurses service can enhance the work efficiency of nurses and patient satisfaction.%目的 探讨对服务中心电话预约有效管理的方法,提高电话预约率和病人满意度.方法 将护士编号,实行报号服务;进行个人月工作量统计,实行按劳分配;规范文明用语;加强护士素质的培训.结果 电话预约人数上升;病人满意度增加.结论 电话预约护士报号服务有利于提高工作效率和病人满意度.