Guided by Scientific Outlook on Development, our hospital will deepen the service concept of "patient-centered" and strive to provide seamless, continuous, safe, high-quality and satisfactory nursing service for patients with the theme of "improving professional quality and optimizing nursing service".

Second, the work objectives:

Take patient satisfaction as the overall goal, lay a solid foundation, consolidate achievements, take patient requirements as the starting point and patient satisfaction as the foothold, and comprehensively implement patient-centered nursing work. Further deepen high-quality nursing service, enhance service connotation and continuously improve nursing quality.

Third, the work measures:

1. Revise various systems and standards, and continuously improve and revise various rules and regulations, job responsibilities, workflow, disease care routine, and clinical nursing service norms and standards in our hospital. Continue to improve and revise the standards and methods of quality control inspection, improve the reporting and supervision system of nursing adverse events, and strengthen the management of critically ill patients.

2. Comprehensively improve professional quality and optimize nursing service.

(1) Strengthen the training of basic theoretical knowledge and improve the comprehensive quality and professional ability of nursing staff. Starting with "three basics and three strictness", we should organize business training once a month, including basic theory, laws and regulations, service awareness, etc., strengthen the implementation of basic nursing and graded nursing, and ensure the quality.

(2) Strengthen the study of nurses' etiquette norms.

(3) Take various forms of learning and training to improve the professional quality of nursing staff in the hospital, and improve the ability of nurses to observe the condition, implement nursing measures and record nursing documents.

3. Strengthen management to ensure nursing safety.

(1) Strengthen the management of key links of patients, such as patient transport, handover and ulcer. , and establish and improve the nursing process and management evaluation procedures. Grasp the key links such as nurse shift change and monthly nursing ward round, strengthen nursing management and ensure the realization of the goal.

(2) Strengthen the monitoring and management of nursing safety, organize departments to investigate the hidden dangers of nursing safety and analyze and discuss the causes of nursing errors and complaints every month, analyze the reasons and lessons to be learned, and put forward preventive measures and improvement measures.

(3) Strengthen departmental management. Conduct irregular spot checks on ward management, basic nursing, nursing safety, medical record writing, nurse equipment, disinfection and isolation every week, immediately point out the existing problems and give feedback within a time limit, and summarize them at the monthly nurse work meeting; Quality control of high-quality nursing ward

4. Consolidate basic nursing care

(1) Do a good job in basic nursing to make the nursing work more standardized. Keep the sickbed clean and tidy, free of peculiar smell and stains, the articles are placed neatly and regularly, and the number of infusion drops conforms to the doctor's advice. Visit infusion patients frequently, be good at observing patients and solve problems in time.

(2) fully perform the duties of nurses. It integrates basic nursing, disease observation, treatment, communication and health guidance to provide patients with comprehensive, whole-course and continuous nursing services. Close observation of patients' condition, timely communication with doctors, communication with patients, health education and rehabilitation guidance for patients, and psychological care.

5. Regular satisfaction survey

Every quarter, patients' satisfaction was investigated from the aspects of nurses' operating skills, gfd, health education, making rectification measures and timely feedback. Satisfying patients from the heart requires every nurse to establish a good service attitude, take patient satisfaction as the ultimate goal of work, provide convenience for patients as much as possible, put an end to the imagination of being raw, cold, hard and avoiding, and never allow quarrels with patients.

6, quality nursing service performance evaluation measures

According to the survey of patients' satisfaction, nurses' attendance, operation technology, nursing quality and gfd, etc., every quarter, the department will select and reward a high-quality nursing staff according to the principles of objectivity, fairness and openness, so as to mobilize the enthusiasm of nurses and achieve the purpose of improving nursing quality.

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First, determine the work objectives.

Meet the basic needs of patients, ensure the safety and comfort of patients during hospitalization, ensure the effective implementation of various diagnosis and treatment measures, improve patients' satisfaction with nursing work, achieve the goals of patient satisfaction, social satisfaction and government satisfaction, and comprehensively promote quality nursing services.

Improve ideological understanding and strengthen organizational leadership. Through learning, general nurses can master the working standards of high-quality nursing service and apply them to clinical practice to ensure effective results. Reasonable division of labor, hierarchical management and energy level correspondence for nurses. Actively carry out the selection of star nurses with high quality service.

Second, the specific methods and measures

1, organize general nurses to learn quality nursing service documents and basic nursing services.

Work norms and basic nursing service items for inpatients, and organize nurses in departments to carry out special discussions on nursing services in combination with undergraduate characteristics. Draw lessons from the work experience of developing high-quality nursing service demonstration wards.

2. General nurses are required to strictly implement the nurse's code of conduct, abide by the hospital's rules and regulations and medical ethics norms, improve the nurse's performance appraisal system, and combine the assessment results with the promotion assessment of nurses according to the quantity and quality of clinical nursing work completed by nurses and the satisfaction of inpatients.

3, the implementation of the responsibility system, the patient stepped into the ward, the nurse has the responsibility to introduce the doctor in charge, the head nurse and herself, and introduce the ward environment. After the night nurse comes to take over, she should introduce herself to the ward, be on standby at any time, and patrol in place. Quality nursing service work plan 4. General nurses should strengthen communication with patients, receive warmly by all staff, explain patiently, serve meticulously, actively help, send out kindly, consult by telephone and extend services. Improve the two-way communication channel between nurses and patients. Clarify the connotation, service items and working standards of clinical nursing service. Strengthen subjective initiative, assist doctors to implement diagnosis and treatment plans, closely observe patients' condition, communicate with doctors in time, communicate with patients at any time, and provide humanized nursing services for patients.

5. Strictly implement the stratified specialist training plan for nurses, strengthen the assessment of three basic trainings for junior nurses, including developing the knowledge level of senior nurses and infiltrating the knowledge of marginal disciplines into the training content. Innovate traditional teaching, try to use slide teaching form, check the randomization method to ensure the teaching effect.

6, strengthen safety awareness, nursing safety will run through the high-quality nursing service, strengthen the monitoring of all links, pay attention to quality, pay attention to details. First-aid drugs and equipment

Achieve "Five Fixations and One Maintenance", strictly implement the disinfection and isolation system, and the qualified rate reaches 100%.

7. Each nurse is required to strictly implement 20xx years of basic nursing and professional nursing measures, rules and regulations and operating procedures, implement according to nursing procedures, adhere to the principle of "patient-centered", earnestly strengthen basic nursing, improve nursing services, improve nursing quality, ensure medical and health care, and prevent mistakes and accidents.

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First, improve ideological understanding, clarify the connotation of quality nursing, and enhance service awareness.

Organize general nurses to learn to create documents related to high-quality nursing activities, do a good job in intra-department training, formulate specific measures to create excellence, firmly establish the service concept of "patient-centered", regard high-quality nursing service as the key to improve nursing quality and harmonious nurse-patient relationship, and fully mobilize the enthusiasm of nurses. Strive to provide seamless, continuous, safe, high-quality and satisfactory nursing services for patients.

Second, the work objectives

Take patient satisfaction as the overall goal, lay a solid foundation, consolidate achievements, take patient requirements as the starting point and patient satisfaction as the foothold, and comprehensively implement patient-centered nursing work. Further deepen high-quality nursing service, enhance service connotation and continuously improve nursing quality.

Three. Work measures:

1. Reasonable arrangement and flexible scheduling

Orthopedics has 48 beds, 15 nurses. According to the working ability of each nurse, the number of patients and the nursing workload, reasonable arrangements and flexible shifts are implemented.

2. Standardize ward management, put key links in place, strictly implement various nursing systems and nursing operation procedures, do a good job in nursing safety, conduct nursing risk assessment on patients, comprehensively evaluate patients' condition, implement patients' safety objectives, and reduce adverse events. Graded nursing should be carried out for patients, and the nursing level of patients should be consistent with their illness. The management of ward environment should be strengthened to create a quiet, clean, safe, warm and orderly ward environment for patients.

3. Strengthen management to ensure nursing safety.

(1) Strengthen the management of key links of patients, such as patient transport, handover and ulcer. , and establish and improve the nursing process and management evaluation procedures. Grasp the key links such as nurse shift change and monthly nursing ward round, strengthen nursing management and ensure the realization of the goal.

(2) Strengthen nursing safety monitoring and management, organize nursing staff to hold safety analysis meetings every month and analyze and discuss the causes of nursing errors and nursing adverse events, analyze the reasons, learn lessons, and put forward preventive measures and improvement measures.

(3) Strengthen departmental management. Every week, the department conducts irregular spot checks on ward management, basic nursing, nursing safety, medical record writing, nurse equipment, disinfection and isolation. , and immediately pointed out the existing problems, requiring timely correction.

4. Detailed workflow and clear job responsibilities.

Revise the responsibilities of each class, change the scheduling mode, refine the workflow of each class, find the weak links, clarify the division of nursing, and strive for more reasonable and practical new responsibilities.

5. Pay special attention to basic nursing, specialist nursing and nurse responsibility system.

Each nurse is responsible for 8- 12 patients, and each patient has a corresponding fixed nurse to provide overall nursing service for patients, closely observe patients' condition, communicate with patients at any time, do a good job in patients' life care and basic nursing, ensure patients' safety and embody humanized nursing.

6, deepen the hierarchical use of nurses, according to the patient's condition, nursing difficulty and technical requirements, assign responsible nurses, critically ill patients shall be responsible by nurses with high seniority and strong ability, reflecting the corresponding energy level.

7, constantly sum up, improve the quality of nursing, increase patient satisfaction.

A nursing meeting is held once a month, and each nurse reports her work and feelings. Conduct patient satisfaction survey every month, and listen carefully to patients' opinions and suggestions on quality care. Timely feedback the existing problems, put forward rectification measures, continuously improve the quality of nursing, and improve patient satisfaction.

8. Strengthen patient health education.

The nurse in charge will explain the patients in detail every day according to the treatment and nursing routine of common diseases, special diet, self-prevention of diseases and matters needing attention in medication, provide health education and rehabilitation guidance to patients, and provide psychological care.

9, nurses implement performance distribution.

Distribution principle: give priority to efficiency and quality, distribute according to work, and give consideration to fairness and justice.

Distribution basis: patient satisfaction, working hours, existing risks, nursing quality and sense of responsibility.