品管圈活动用于临床护理人性化服务的效果评价

Evaluation of Application of Quality Control Circle in Personalized Nursing in Clinical Practice

目的应用品管圈提高护理服务质量和护士综合素质,改善患者满意度情况。方法在品管圈活动前先对病区中存在的护理服务缺陷进行调查分类,根据分类分别成立了以提高患者满意度、提高护士综合素质、人性化护理服务病区护理质量为目标的三个品管圈,应用品管圈的活动对临床护理服务工作进行持续的质量改进。结果 2009年开展品管圈活动后,患者对护理服务的综合满意度由开展品管圈活动前的94.54%上升到97.55%,护士综合素质从90.06%提高到93.32%,人性化护理服务病区护理质量由90.22%提高至97.18%,经统计分析两组间对比差异有统计学意义(P<0.01),病区护理服务质量和护士综合素质得到了持续改进和提高。结论开展品管圈活动对病区的护理服务质量进行持续改进,有效地提高了人性化护理服务病区的护理工作质量和患者对护士服务的满意度,提高了病区护士的人性化护理服务意识和工作积极性。品管圈活动是提高护理质量管理的一种有效手段。

Objective To improve the quality of nursing service,and the overall quality of nursing,and to improve patient＇s satisfaction conditions.Methods Quality control circle activities were set up under the classification in order to enhance patients＇satisfaction,improve the overall quality of nurses and humanistic quality of nursing care services.The quality of clinical nursing services was continuously improved by application of quality control circle activities.Results Quality control circle activities were carried out,the comprehensive patients＇satisfaction with care services increased from 94.54% to 97.55%,the overall quality of nursing increased to 93.32% and humanistic quality of nursing care ward increased from 90.22% to 97.18%,the difference between the two groups was significant（P0.01）,ward nursing service quality and overall quality of nursing had been continuously improved and enhanced.Conclusion Quality of service was continuously improved by the quality control circle,the humanized care ward of the nursing quality and patients＇satisfaction with the services of nurses were effectively improved.Quality control circle activity was an effective means to improve the quality of care management.