【摘要】 由于护理服务工作的特殊性，服务失误在临床护理工作中不可避免。及时采取有效的服务补救措施能有效减少服务失误给医院造成的负面影响和损失，维持患者的满意度和忠诚度。本文对护理服务补救定义及意义，临床护士对服务补救认知及需求，补救策略研究及临床运用等情况进行综述，为护理服务补救的研究提供参考依据。

    【关键词】 服务补救 补救策略 护理

    [Abstract] Due to the particularity of nursing service， service failure is inevitable in clinical nursing work. Timely and effective service remedy measures can effectively reduce the negative impact and loss caused by service failure to the hospital， and maintain the satisfaction and loyalty of patients. This paper reviews the definition and significance of nursing service remedy ......