细节管理对输液中心流程再造效果的影响

Details of the management of the infusion center effect of process reengineering

目的：探讨细节管理在输液中心流程再造中的作用效果。方法：在输液支持流程如接待流程、注射流程、健康教育流程、投诉和纠纷处理流程等4个方面引入细节管理的方法，记录每一细节并给予评价。结果：值班护士对病人分布的知晓率、挂置输液卡瓶与座位号的符合率、病人相关疾病防治知识的知晓率存在统计学意义（均p〈0．05），现场解决纠纷的成功比例由56．5％提高到96．22％，投诉事件得到有效的控制；病人满意度调查不断上升（p〈0．05）。结论：细节管理在输液中心流程再造中的作用效果显著，两者相辅相承，具有协同作用，值进一步推广运用。

Objective： Explore the details of the management process reengineering in the infusion center in the effect. Methods： Support processes such as the reception in the infusion process, injection process, health education process, complaints and disputes procedures in four ways to introduce details of the management, recording every detail and evaluated. Results：The distribution of the nurse on duty to the patient awareness, to hang infusion bottles and seat number of cards in line with the rate of patient--related dis- ease prevention knowledge, awareness there is statistically significant （p 〈0.05）, on--site to resolve disputes, improve the success ratio from 56.5% to 96.22%, complaintsare effectively controlled; increasing patient satisfaction surveys （p 〈0. 05）. Conclusion： Details of the management process reengineering in the infusion center in the significant effect of the two complement each other, have a synergistic effect,it is worth to further promote the use of.