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目的探讨优化传染科流程管理的方法,以提高护理工作质量和患者满意度。方法进行现状评估,明确传染科病房区域划分及功能布局,改变排班模式,对输液流程、后勤保障流程、交接班流程及与患者安全有关的流程进行优化。实施前后分别随机调查120例次患者在满意度中的变化,以及护理差错和投诉的变化。结果优化传染科护理服务流程管理实施前患者满意度为72.5%,实施后患者满意度为84.2%,前后比较提高11.7%,P<0.01,差异具有统计学意义;优化传染科护理服务流程管理实施前发生护理差错6例次,护理投诉8例次,实施后护理差错发生1例次,护理投诉2例次,两组比较,差异均具有统计学意义(P<0.05)。结论不断优化传染科护理流程管理,注重环境细节管理,全程无缝隙护理人文关怀,加强护理文化建设,提高护士主观能动性,有助于提高传护理工作质量和患者的满意度,减少医患纠纷和事故的发生。
Objective To explore ways to optimize the flow management of Infectious Diseases to improve the quality of nursing work and patient satisfaction. Methods The status quo was evaluated, the division and functional layout of infectious wards were clarified, the scheduling mode was changed, and the infusion process, logistics support process, handover process and patient safety related process were optimized. Before and after the implementation of a random survey of 120 cases of patients in the satisfaction of changes, as well as nursing errors and complaints changes. Results The patient satisfaction was 72.5% before implementation of Infectious Diseases Nursing Service Process Management, 84.2% after the implementation, and 11.7% before and after treatment, P <0.01, the difference was statistically significant. The implementation of Infection Care Service Process Management There were 6 cases of nursing errors, 8 cases of nursing complaints, 1 case of nursing errors and 2 cases of nursing complaints. There were significant differences between the two groups (P <0.05). CONCLUSION Continuous optimization of the management of infectious department nursing process, attention to environmental details management, seamless care of humanistic care, enhancement of nursing culture, improvement of nurses’ subjective initiative, improvement of quality of nursing work and patient satisfaction, reduction of disputes between doctors and patients and Accident happened.