心理科护理推行ISO9000质量管理体系的体会

In psychology nursing experience in the implementation of ISO9000 quality management system

目的:介绍在心理科护理中推行ISO9000质量管理体系的体会。方法:制定心理科护理质量标准和评分细则,进行综合性考核,建立、健全心理科住院患者组织管理制度,落实健康教育责任制,合理调配护理人力资源,对影响护理质量的关键环节进行控制。结果:体系运行后,护理质量明显提高,各项护理服务质量考核成绩名列医院前茅,患者综合满意度为98%,个性化亲情护理服务为99%,护患纠纷与上年度相比下降了10%。结论:此项活动既规范了护理服务质量管理,又增加了患者的满意度,提高了科室的经济效益和社会效益,实现了心理科护理服务质量的自我完善和持续改进。

Objective：To introduce the psychology nursing experience of implementing ISO9000 Quality Management System. Methods： The quality of care standards and develop a psychological assessment rules, to undertake a comprehensive assessment of psychiatry inpatents in building sound organizational management system, implement the responsibility system for health education, care and reasonable allocation of human resources, the key to controlling the impact on quality of care. Results： The operating system, and significantly improved the quality of care and quality of nursing service in various hospitals ranked first in the results, 98% of patients overall satisfaction, 99% for individual family care, the nursepatient disputes, and a decrease of 10% compared to last year. Conclusion： This activity is regulated care quality management, increased patient satisfaction, improve the economic and social benefits of the department, a psychologist at self- improvement and continuous improvement in the quality of care.