细微服务对改善门诊静脉输液质量和安全的作用

Improving effect of subtle service on quality and safety of outpatient intravenous infusion

目的:探讨细微服务对改善门诊静脉输液质量和安全的作用。方法:选取2011年我院门诊输液患者1500例,在治疗护理环节中引入细微服务理念。记录护士日常考核成绩、输液患者的满意程度以及输液质量等指标,并与2010年各项指标进行比较。结果:与2010年相比,引入细微服务理念后患者满意度提高、投诉率下降,差异均有统计学意义(x2=46.932,x2=4.049;P<0.05);患者外周静脉炎发生率和渗透率显著降低,差异均有统计学意义(x2=15.322,x2=4.202;P<0.05);临床考核滴速符合率和输液卡书写合格率明显提高,差异均有统计学意义(x2=4.331,x2=15.370;P<0.05)。结论:细微服务理念能有效提高静脉输液质量及安全,同时有利于改善护患沟通。

[Abstract] Objective： To investigate the improving effect of subtle service on the quality and safety of outpatient intravenous infusion. Methods： 1500 patients receiving outpatient intravenous infusion were selected. The subtle service was introduced into nursing process. The satisfaction of patients, routine examination results of nurses and quality of transfusion were recorded and compared with those in 2010. Results： As compared with 2010, the satisfaction of patients was higher but complaint rate lower. The occurring rates of peripheral phlebitis and peripheral venous permeation were lower. The qualified rate of dropping.and infusion card writing were higher after subtle service was introduced. The difference was statistically significant （x2=4.331, x2= 15.370 ; P 〈 0.05）. Conclusion： Subtle service can improve the quality and safety of outpatient intravenous infusion and help to improve the communication between nurses and patients. [Key words] Subtle service; Outpatient service; Quality of infusion