品管圈活动在提高住院患者对护理工作满意度中的应用

The Application of QCC in Improving Satisfactionof Patient Care

目的探讨品管圈活动在提高住院患者对护理工作满意度中的应用效果。方法成立呼吸内科"品管圈"组织,运用PDCA循环,针对第三方调查问卷对住院患者不满意因子进行原因分析,制订相应的改善措施并组织实施,比较实施前后的效果。结果实施品管圈活动后,住院患者对护理工作的满意度从88%上升至98%,经统计分析,两组间比较差异有统计学意义(P<0.01);临床护理服务质量得到了明显的提高。结论品管圈活动的开展可促进病区临床护理质量持续改进,提倡感动服务,有效地提高住院患者对护理工作的满意度,提高了病区护士综合管理能力,增加护士自身的归属感与成就感。品管圈活动是提高临床护理质量管理的一种有效手段。

Objective To explore the effect of improving patient care satisfaction with Quality Control Circle. Methods To establish QCC organization in Respiratory Medicine,put tu use PDCA circle,analyze thereason for patients＂ lack of satisfaction with third-partyquestionnaires and develop and organizethe implementation of improve- mentmeasures to compare the results beforeand after the implementation. Results Through the QCC activities, patientsatisfaction rate raises from 88% to 98%. Comparedby statistical analysis, the difference between the two groups is statistically significant （P〈0. 01）. Clinical care qualityhas been significantly improved. Conclusion QCC activities have promoted the continuous improvement of clinical care quality. And with moved services, patient care satisfaction has been effectively improved;thus improved ward nurses＇ comprehensive managementcapabilities and increase theirsense of belonging and accomplishment. QCC is an effective means for improving the quality of clinical care and management.