品管圈在医院优质服务质量持续改进中的应用效果

Evaluation of the effect of quality control circle in the implementation of the quality of nursing service

目的:探讨品管圈在医院优质服务质量持续改进中的应用效果。方法:选取在我院心血管内科住院的480例患者,将其随机分为对照组和观察组各240例,观察组实施品管圈进行质量管理,对照组采用常规管理。通过在住院患者中开展满意度调查,对比两组患者满意度的变化。结果:观察组患者在服务态度、护理技术、健康宣教、护士长管理方面的满意度高于对照组(P<0.05)。两组患者在病室环境方面的满意度比较无统计学意义(P>0.05)。结论:将品管圈活动应用到医院护理质量控制中,不仅可以改进服务质量,提高患者满意率,而且调动了医院员工参与管理的意识,提高了工作积极性。

Objective ： To explore the application effect of quality control circle （QCC） in the continual improvement of the quality of hospital services. Meth- ods：Chose 480 cases of patients with cardiovascular department of internal medicine in our hospital,which were randomly divided into control group and ob- servation group with 240 cases in each group, the observation group implemented the QCC quality management, the control group with routine management. Through the conduct satisfaction survey patients hospitalized, compared two groups of patients satisfaction change. Results ： The patients in the observation group satisfaction in the service attitude, numing, health education, nursing management were higher than that of control group （P 〈 0.05 ）. Two groups of patients＇ satisfaction in the ward environment aspect was not significant （P 〉 0.05 ）. Conclusion ：The QCC application to the hospital nursing quality con- trol, not only can improve service quality, increase patient satisfaction rate, and mobilize the hospital staff to participate in the management consciousness, im- prove working enthusiasm.