改善儿科门诊输液服务质量的做法与效果

Practice and effects of optimizing the infusion service process in pediatric clinics

目的探讨改善儿科门诊输液室服务流程的模式,提升护理服务质量。方法通过分析儿科门诊输液存在的问题,优化服务流程,引进导诊服务,实行预约输液服务,强化查对制度。结果儿科门诊输液室发生护理不良事件和护理投诉明显减少(P<0.01),患者家长满意度提高(P<0.01)。结论优化服务流程、落实查对制度是提升护理服务质量的有效举措。

Objective To explore the model of optimizing the infusion service process and to improve the quality of nursing service. Methods By analyzing the existed problems in the transfusion room, some targeted countermeasures were taken, including optimizing the service process, introducing the outpatient guiding service, implementing infusion appointment service, and strengthening the checking system. Results The incidence of nursing adverse events and com- plaints were reduced （ P 〈 0.01 ） , and the degree of parents satisfaction was increased （ P 〈 0. 01 ）. Conclusion Optimizing the infusion service process and implementing the checking service are the effective measures to improve the quality of nursing service.