现场管理在优质护理服务中的实施及效果评价

The application of field management in high quality nursing service and its effect

目的:为了进一步提高优质护理服务质量和增加其服务内涵,创建一种科学的护理管理模式,该院从2010年3月开始将现场管理应用于临床护理管理中。方法:成立现场管理小组,对临床现有的排班模式、工作流程进行跟班和调研,对存在的问题进行工作流程重组,改变排班模式,简化护理文书,进一步加强基础护理质量控制,规范操作流程,全方位进行现场管理。结果:经过6个月的临床实践,护士主动服务意识增强,护患关系和谐,基础护理合格率达100.0%,红灯呼叫率下降45.9%,住院病人满意度提高3.0%,护理不良事件发生率下降21.5%。结论:现场管理优化了护理模式,落实了护理职责,提高了管理效果,深化了专业内涵,促进了护理质量持续改进。

Objective： To improve nursing service quality and establish scientific nursing management model. Methods： We applied field management in clinical nursing management. The field manage team investigated the nursing staff arrangement model, reconstructed the working flow, changed nursing staff arrangement model, simplify nursing documents, strengthened basic nursing service quality control, and standardized procedure. Results： After application field management for 6 months, nurses strengthened their active service awareness, the nurse-patient relationship was more harmonious, the basic nursing pass percent were 100.0%, service bell usage decreased 45.9%, the inpatient＇ satisfaction increased 3.0%, nursing adverse events decreased 21.5%. Conclusion： Field management optimizes nursing model, fulfils nursing duty, improves management effect, deepens nursing contents and improves nursing quality continuously.