门诊优质护理服务的实施和效果评价

The Implement and Evaluation of High Quality Nursing Service in Outpatient Department

目的:探索医院门诊部开展优质护理服务的工作模式及效果评价。方法门诊部推行优质护理服务,从重树门诊护理服务理念、创新护理工作模式,完善护理服务流程、增添便民措施,加强护理质量和安全管理,开展责任组长竞聘上岗和护理岗位双向选择,进行服务满意度调查、服务明星评选,调整分配方案、完善绩效考核等方面进行改革和探索。开展优质护理服务前后,进行护理服务综合满意度及护理质量和安全管理评分对照研究,采用SPSS11.0统计学软件进行数据处理。结果实施优质护理服务前1年和实施优质护理服务后第1年、第2年,护理综合服务满意度评分从(92.87±3.2)提升至(98.81±2.9)、护理综合质量(护理部检查)评分从(93.16±3.16)提升至(97.26±1.72),护理安全管理评分从(91.00±3.56)提升至(98.50±2.32),(P均<0.01),差异有统计学意义。结论门诊实施优质护理服务,充分调动护士积极性,提升门诊护理服务水平,改善患者就医体念,提高患者的满意度,保证了护理质量和安全。

Objective To explore the work pat ern and the ef ect of high quality nursing service in outpatient department.Methods Executing high quality nursing service in outpatient department,reforming and exploring from reshaping the outpatient nursing service concept and the innovation of nursing mode,perfecting the nursing service process,improving the added convenience measures,strengthening the nursing quality and safety management,car ying out the responsibility leader posts and nursing position two-way selection,conducting service satisfaction surveys,star service,adjusting the al ocation scheme,improving the performance appraisal and other aspects.A control study was conducted about comprehensive nursing service satisfaction,quality care and safety management score before and after launching high quality nursing service.Data processing is performed by using SPSS11.0 statistical software.Results Before and after the first and the second year of the implementation of quality care,the scores of general nursing service satisfaction increased from(92.87±3.2)to(98.81±2.9),the scores of comprehensive quality of nursing(inspecting by the nursing department)increased from(93.16±3.16)to(97.26±1.72)and the scores of nursing safety management increased from(91.00±3.56)to(98.5±2.32),(al P<0.01),the dif erence was statistical y significant.Conclusion Implementing high quality nursing service in outpatient department,which wil ful y mobilize the enthusiasm of nurses,raise the outpatient nursing service level,improve the experience for patients,enhance the satisfaction of patients and ensure the quality and safety of nursing work.