论文部分内容阅读
目的通过质量环(PDCA)循环,提高护士的服务质量,提升患者满意度。方法通过对患者问卷调查,了解患者的护理要求,科室成立质量控制小组(QC),制定9项调查考核指标,运用PDCA管理方法对住院患者满意度进行调查,分析存在的问题、找出原因、制定计划、开展工作。结果住院患者对护士的满意度从81.4%提升到95.8%。结论用PDCA管理方法明确服务目标,有效规范了护士的服务行为,提高了护理服务质量和患者满意度,同时激发了护士的工作热情,建立了良好的护患关系。
Objective To improve the service quality of nurses and improve patient satisfaction through the quality circle (PDCA) cycle. Methods Through the questionnaire survey of patients to understand the patient’s care requirements, the department set up a quality control group (QC), developed 9 investigation and evaluation indicators, used PDCA management method to investigate inpatient satisfaction, analyzed the existing problems, Make plans and carry out work. Results Inpatient satisfaction with nurses increased from 81.4% to 95.8%. Conclusions The PDCA management method is used to clarify the service objectives, effectively regulate the service behaviors of nurses, improve the quality of nursing services and patient satisfaction, stimulate the enthusiasm of nurses and establish a good relationship between nurses and patients.