门诊护理过程中风险管理应用效果分析

Analysis on application effect of risk management in outpatient care process

目的评价门诊护理过程中风险管理措施实施效果。方法2009年10月北京军区总医院第一门诊部开始在门诊护理过程中实施风险管理，总结和评估门诊护理中可能存在的危险因素，通过建立组织、定期召开会议、培训医护人员、完善奖惩制度、建立各项规章制度和规范操作流程、优化医院就医环境等几个方面风险管理具体措施．帮助护理人员更好的避免和解决风险。选取门诊风险管理实施后2011年10～12月在北京军区总医院门诊就诊病例400例，并与实施前2009年7-9月随机调查400例病例进行比较，对实施前后风险事件发生情况、患者投诉情况，以及患者及家属对护理过程满意度进行调查。结果风险管理实施后，门诊风险事件发生率降低为1．5％．患者的门诊投诉率也减少为2．3％，远低于实施前，差异均具有统计学意义（P〈0．05）；患者及家属对护理过程满意度高达97-3％，远高于实施前的80．8％，差异具有统计学意义（P〈0．05）。结论门诊护理过程中实施风险管理，可以有效降低风险事件的发生率，减少患者对门诊服务的投诉，提高患者及家属对门诊护理过程的满意度．有助于构建和谐的护患关系。

Objective To investigate the implementation effect of risk management measures in outpatient care process. Methods Risk management was implemented in outpatient care process in The First Outpatient Department of Beijing Military General Hospital from October 2009. Risk factors, which may existed in outpatient care, were summarized and evaluated. Through building up tissue, regular meetings, training health care workers, improving rewards and penalties, establishing various rules and regulations and standard operating procedure, optimizing hospital environment and other aspects of specific risk management measures, helped nurses better to avoid and resolve risks. 400 cases after the im- plementation of risk management were selected from October to December 2011, and compared with 400 cases which were randomly selected before the implementation from July to September 2009. The occurrence of risk events, patient complaints, and the satisfaction of patients and their families in the nursing process were surveyed. Results After the implementation of risk management, the occurrence rate of risk event was reduced to 1.5%, and the patients＂ outpatient complaint rate was reduced to 2.3%, which were all far lower than before the implementation ,all the differences were statistically significant （P 〈 0.05）. The satisfaction of patients and their families on the nursing process （97.3%） was much higher than that before the implementation（80.8%）, the difference was statistically significant （P 〈 0.05）. Conclu- sion Implementation of risk management in outpatient care process can effectively reduce the incidence of risk, reduce patient complaints for outpatient services, increase the satisfaction of patients and their families in nursing process. And it helps build a harmonious nurse-patient relationship.