危机管理在口腔门诊护理管理中的应用

Application of crisis management in nursing management of stomatological outpatient

目的探讨危机管理在口腔门诊护理管理中的应用。方法 2009年开始建立动态危机管理体系,根据体系的要求细化管理环节、建立危机管理对策,并根据动态反馈信息调整危机管理措施。至2011年回顾评价服务质量和服务安全方面的效果。结果 2011年服务满意度(98.80%)、治疗时间/总就诊时间(95.00%)、患者接受健康宣教比例(98.50%)逐年明显的提高,与2008年(90.00%、72.00%、73.90%)比较,差异有统计学意义(P<0.05)。2011年护理投诉、职业暴露、护理差错、医源性感染、器材丢失发生数量呈下降趋势,与2008年比较,差异有统计学意义(P<0.05)。结论危机管理是一个长期的过程,需要不断发现隐患、不断改进管理措施、不断地关注危机因素的变化,随时更新危机管理技术和危机管理方案。

Objective To discuss the application of crisis management in nursing management of stomatological outpatient. Methods Dynamic crisis management system was established in the year of 2009. Based on its requirements, the management links were detailed and the crisis management countermeasures were developed, and according to its dynamic feedback information, the crisis management measures were adjusted. The effect in service quality and service safety was reviewed comprehensively in 2011. Results The service satisfaction, therapy time/total treatment time, proportion of patients received health education in the year of 2011 （98.80%, 95.00%, 98.50%） were higher than those in the year of 2008 （90.00%, 72.00%, 73.90%）, the differences were statistically significant （P 〈 0.05）. The nursing com- plaints, occupational exposure, nursing mistakes, nosocomial infection and equipment loss in the year of 2011 were lower than those in the year of 2008, the differences were statistically significant （P 〈 0.05）. Conclusion Crisis management is a long-term process, requiring continuous discovery of potential hazards, continuous improvement of managemeat measures, continuous attention to the changes of crisis factors and timely update of crisis management techniques and crisis management solutions.