优质护理服务示范病区应用六西格玛管理的效果评价

Effect Evaluation on of Six Sigma Management in Demonstration Ward of High-quality Nursing Service

目的探讨应用六西格玛管理方法加强病房基础护理,以提高患者对护理服务以及护士对自身职业的满意度,提升医院的品质形象。方法运用六西格玛五步法,通过调查和分析,确定护理服务工作流程中的质量关键点,采取相应措施对影响护理质量和护理服务满意度的关键因素加以改进,并与改进前进行比较。结果应用六西格玛管理后,基础护理质量评分提高了(2.35±0.18)分(P<0.01),患者对护理服务的满意率提高了7.54%(P<0.05),护士对自身职业的满意度提高了23.72%(P<0.01),差异均有统计学意义。结论优质护理服务示范病区应用六西格玛管理方法,通过优化护理服务流程、关注护理服务细节、确立并强化"以患者康复为中心"的护理服务理念,基本达到了患者满意、护士满意的预期效果,取得了良好的社会效益和经济效益。

Objective To explore the effect of the six Sigma management in strengthening the foundational nursing,so as to improve the satisfaction of nursing service and the nurses＇ job satisfaction and elevate the image-promotion of hospital. Methods Six Sigma management was applied to identify the key points criti- cal to quality in the process of nursing procedure. Then the targeted measures were used to modify the key points related to nursing quality and satisfaction of nursing service. The difference on the nursing procedure was compared before and after the modification. Results The scores of foundational nursing quality, the patients＇ satisfaction and the nurses＇ job satisfaction were significantly increased by 2. 35 ±0. 18 （P〈 0.01）, 7.54 %（P〈0.05） and 23.72 % （P〈0.01）, respectively. Conclusion Six Sigma management in demon- stration ward of high-quality nursing service can basically realized the expected results of satisfaction for both pa- tients and nurses,achieve good social and economic benefits for the hospital and provide a reliable basis for clinical practice management of hospital by optimizing the nursing process, focusing on the details of the nursing service as Well as establishing and strengtfaening the nursing service concept of ＂patient-centered rehabilitation＂.