持续服务质量改进在降低急诊护理风险中的应用

Application of Continual Improvement of Service Quality in Reducing the Risk of Emergency Nursing

目的探究并分析持续服务质量改进在降低急诊护理风险中的应用。方法选取自2012年3月至2013年3月我院急诊室护士30例,将其作为研究对象,随机分为两组,即观察组和对照组,每组15例。对观察组护理人员对其进行持续服务质量改进培训,对照组仅进行基础培训。对比两组护理人员工作效率和护理风险发生率的情况。结果观察组护理过程中护理风险率为46.67%,对照组护理过程中护理风险率为80.00%,观察组明显低于对照组;两组护理人员培训后的SAS及SDS评分较护理前明显降低,且观察组降低的幅度更大;观察组护理人员文书书写时间及交接班时间明显较对照组护理人员缩短,而每日节省的交接班时间明显较对照组长,观察组护理人员护理工作效率明显高于对照组,P<0.05,具有统计学意义。结论持续服务质量改进在降低急诊护理风险中具有很好的作用,值得在临床上广泛应用。

Objective To study and analyze the application of continual improvement of service quality in reducing the risk of emergency nursing. Methods From March 2012 to March 2013, 30 emergency nurses from our hospital were selected and randomly divided into two groups, with 15 nurses in each group. The observation group was given training in the continual improvement of quality service while the control group only received basic training. Work eff^ciency and incidence of nursing risks of the two groups were compared. Results The rate of nursing risk of the observation group was 46.67%, remarkably higher than that of the control group （80.00%）. The grade of SAS and SDS after training in the two groups was obviously lower than that before training. The decrease in the observation group was larger than the control group. Time of report-writing and time of shitS-changing in the observation group were shorter than those in the control group, consequently, more time was saved from daily shift-changing in observation group than that in the control group. The work efficiency of the observation group was significantly higher than that in the control group （P 〈0.05）. Conclusions The continual improvement of service quality is effective in reducing the risk of emergency nursing, which is worthy of clinical application.