临床科室护士长绩效考核体系的构建

Construction of a performance evaluation system for head nurses

目的探索全面、客观考核临床科室护士长绩效的有效工具,以科学评价护士长管理水平、公平衡量护士长管理绩效。方法结合医院管理年要求和卫生部《医院管理评价指南(试行)》、湖北省医院管理评审和护理专项管理的要求,利用关键业绩指标法和平衡计分卡法,形成临床科室护士长年度考核和月度考核标准,月度考核以行政管理、质量管理、护理服务质量与安全管理、护士培训和护理教学管理5个方面为考核内容;年度考核从科室绩效、科室护理质量管理与护理安全、科室服务质量、护理科研与教学4个维度考核。结果应用临床科室护士长绩效考核体系后,医院综合护理质量达标率由2006年96.0%上升至2009年99.4%,护理差错由3起降至1起,护理投诉由10起降至3起,患者对护理服务满意度由95.6%提升至98.4%,科室护理培训落实率由89.0%上升至97.0%。结论护士长绩效考核调动了护士长管理的积极性,增强了护士的质量管理意识和医疗安全意识,有利于医院持续、健康、稳定的发展。

Objective To construct a comprehensive and objective performance evaluation system for head nurses,to appraise head nurses′ management scientifically,and to measure their performance fairly.Methods According to the guidelines for evaluation of hospital′s management made by the Ministry of Health of the People′s Republic of China and the criteria of hospital management appraisal and special nursing management in Hubei province,and by using the Key Performance Indicators and the Balanced Score Card,an annual and a monthly performance evaluation systems for head nurses′ were established.The monthly evaluation system was composed of such 5 subscales as administration,quality control,nursing care quality and safety management,nurses′ training and nursing teaching management;the annual evaluation system contained such 4 dimensions as department performance,nursing care quality control and nursing safety management,nursing care quality,nursing research and teaching.Results After implementation of the evaluation system,the qualification rate of nursing care increased from 96.0% in 2006 to 99.4% in 2009,patient satisfaction and nursing training rate increased from 95.6%,89.0% to 98.4%,97.0% respectively;nursing errors and complaints decreased from 3,10 to 1,3.Conclusion Evaluation of head nurses′ performance can boost head nurses′ enthusiasm of management,promote nurses′ awareness of quality control and medical safety,and help hospital develop sustainably,healthily and stably.