精细化管理保障优质护理服务持续改进

Meticulous management to ensure continuous improvement of the care quality

目的探讨精细化管理对优质护理服务持续改进的保障作用。方法在优质护理服务示范病区实施精细化管理,包括人力资源配置、完善培训体系、健全岗位职责与工作内容、优化工作流程、改进排班方式、改进护理设备、优化优质服务评价体系等。结果整体护理质量合格率由95.97%上升至99.35%,病人满意度由93.02%上升至98.94%,护士工作满意度由82.56%上升至89.36%,直接护理时间增加,护理文书书写时间减少,差异均具有统计学意义(P<0.05)。结论精细化管理有利于增加直接护理时间,提高病人满意度,保障优质护理服务持续改进。

Objective To explore the effect of the meticulous management on continuous improvement of the care quality. Methods In high - quality care demonstration wards, the meticulous management was implemented, including rational allocation of human resources, improving training systems ,job responsibilities, and job contents,optimizing workflow, improving scheduling methods and care facilities, optimizing quality evaluation systems, and so on. Results The passing rate of overall care quality increased from 95.97% to 99.35%. The satisfaction degree of patients increased from 93.02% to 98.94%. The job satisfaction of nurses increased from 82.56% to 89.36%. The direct care time increased and the time for nursing records reduced. They were all statistically significant （P 〈 0.05）. Conclusion The meticulous management is conducive to increase the direct nursing time and improve the satisfaction of patients, so as to ensure continuous improvement of the care quality.