柏拉图分析法在护理人员配送服务质量评价中的应用

Application of Plato Analysis Method in the Quality Evaluation of Nursing care in Field Service Center Process

目的:报道柏拉图分析法在护理人员配送服务质量评价中的应用。方法:通过采用问卷调查及绘制柏拉图统计表的方法对医院配送中心护理人员服务质量进行调查分析,找出不满意的要因,并采取切实可行的整改措施。结果:病人不满意率由整改前的16.0%下降到5.8%,不满意要因从整改前的78.0%下降至21.0%。结论:提示柏拉图分析法便于护理管理者从错综复杂的护理问题中,一针见血地找出问题的关键所在,对提高医院配送中心护送人员服务质量,具有实用意义。

Objective The reported theApplieation of Plato analysis method）, in the quality evaluation of nursing care in field serviee center process. Methods By using questionnaire and drawing Plato statistical chart,they investigated and analyzed the quality evaluation of nursing care in field service center, and found uot the main reasons of service. Results The took feasible measures to adjust the nursing care. as a result,the rate patient dissatisfyaction dropped from 16.5 to 5.8% and the main reasons of patient dissatisfaetion redueed from 78.0 % to 21.0%. Conelusion the result showed Plato analysis method could help nursing supervisor find out the key factor from complicated nursing problems immediately.,and could be practical significance to improve the quality of nursing care and reduced the fault of nursing care to the least point.