大型综合性医院护工规范化管理的实践与思考

Practice and thoughts on standardized management of nurse assistants in large general hospital

目的:探讨医院护工规范化管理新模式,保障陪护服务质量,提升医院服务品质。方法:采用陪护公司及护理部的双重管理模式,设立专职督导员,严格准入,明确服务内容和标准,统一收费价格,重视素质及技能培训,规范分级质量检查,加强各方沟通,重视宣传推广。结果:公司护工保持较高的上岗率,业务量稳步上升,患者及医务人员对护工的满意度显著提高。结论:由陪护公司直接管理、护理部统一监管的双重管理模式是护工管理的新模式;严格准入,强化培训,规范管理,兼顾各方利益是提供优质陪护服务的重要保证。

Objectives： To standardize nurse assistant management,assure nursing companion service quality and improve hospital service quality.Methods： Dual management modes,namely nurse assistant company and nursing department were compared.Full-time supervisor,strict admission system,clear service content,unified payment,qualified skill training,standardized quality regulation,communication and marketing were implemented.Results： The rate of employed nurse assistant maintenance was at a high level,and the total numbers of employment increased gradually.The satisfaction of patients and medical staff with nurse assistants was significantly improved comparing with the previous situation.Conclusion： The mode of direct management of the nurse assistant company accompany with the regulation of nursing department is a new mode.The important guarantees of nurse assistant services were strict admittance,standardized management,intensive training and benefit balance.