吴佳 朱永勤

【摘要】 目的：探讨参照日本“顾客满意卡诺模式型”的创新优质护理服务模式在急诊科运行后患者对服务的满意度和护理人员对工作的满意度。方法：选择本院急诊科17名护理人员作为研究对象，于2018年1月对护理人员进行急诊创新优质护理服务培训并应用于实践12个月。设计卡诺模式滿意度问卷，委托第三方进行2018年1月和2018年12月急诊初诊患者和急诊科护理人员满意度调查，对比满意度调查结果及优质护理服务质量检查标准考核结果。结果：2018年12月的急诊初诊患者对护理服务满意度和护理人员工作满意度及护理工作总体满意度三项调查评分均明显高于2018年1月的调查结果;2018年12月的急诊优质护理服务质量检查标准考核得分明显高于2018年1月，以上差异具有统计学意义（P<0.05）。结论：参照卡诺模型创新开展优质护理服务，能满足急诊患者和护理人员不同层次的需求，患者服务满意度和护理人员对护理工作总体满意度及优质护理服务工作质量均得到明显提升。

【关键词】 卡诺模式;急诊科;创新;优质护理;护理人员;满意度

Evaluation of Patient and Nurse Satisfaction Before and after Applying the Kano Model to Innovate Emergency Quality Nursing Services

Wu Jia，Zhu Yongqin*

Department of Emergency， Second Affiliated Hospital， Nanjing Medical University， Nanjing，Jiangsu 210003

[Abstract] Objective：To explore the service satisfaction of the patients and the satisfaction of the nursing staff after the operation of the emergency department with reference to the Japanese “Customer Satisfaction Kano Model” innovative quality nursing service model.Methods： 17 nursing staff from the emergency department of our hospital were selected as the research object. In January 2018， the nursing staff were trained in emergency and innovative quality nursing services and applied to practice for 12 months. The Kano model satisfaction questionnaire was designed， and a third party was entrusted to conduct a satisfaction survey of emergency patients and emergency department nursing staff in January 2018 and December 2018， comparing the results of satisfaction surveys with the results of quality inspection standards. Results： In December 2018， the results of three surveys of nursing service satisfaction and nursing staff job satisfaction and overall satisfaction of nursing work were significantly higher than those of January 2018; emergency care services in December 2018 The quality examination standard assessment score was significantly higher than that in January 2018， and the above difference was statistically significant （P<0.05）. Conclusion： According to the Kano model innovation， highquality nursing services can meet the needs of different levels of emergency patients and nursing staff. The satisfaction of patients and the overall satisfaction of nursing staff and the quality of quality nursing services have been significantly improved.

[Key words]Kano model; Emergency department; Innovation; Quality care; Nursing staff; Satisfaction

我国的优质护理服务工作开展已经近十年，优质护理服务水平与服务能力不断提升，人民群众多层次的医疗服务需求得到了满足，目前本院优质护理服务病房覆盖率已经达到100%。但是，服务无止境，优质护理需要进行不断的探索和改进，引进国外先进管理经验，创新服务模式势在必行[1]。日本“顾客满意卡诺模式型”创新服务理念被引入诸多行业，我们在急诊科创新优质护理服务之路上参照该模式建立了具有急诊特色的优质护理服务规划与目标，并在实施过程中不断改进、充实与完善，满足护士与患者的不同层次需求，以建立优秀团队和提高患者满意度为目的，帮助护理人员在工