Kipp K M
Emergency Department, Akron General Medical Center, Akron, Ohio, USA.
J Nurs Adm. 2001 Feb;31(2):85-90. doi: 10.1097/00005110-200102000-00008.
Caring is a core characteristic of the profession of nursing. The author describes the implementation of performance and communication nursing caring standards in an emergency department (ED) to improve patient satisfaction, a significant quality outcome measure for healthcare providers. ED patient satisfaction with the "care and concern by nurses" increased 6.6% after the caring standards were implemented. The development of concrete ED customer service standards appears to be effective in improving caring behaviors by staff and patient satisfaction.
关怀是护理专业的核心特质。作者描述了在急诊科实施绩效与沟通护理关怀标准以提高患者满意度的情况，患者满意度是医疗服务提供者一项重要的质量衡量指标。实施关怀标准后，急诊科患者对“护士的关怀与关心”的满意度提高了6.6%。制定具体的急诊科客户服务标准似乎能有效改善工作人员的关怀行为及患者满意度。
