追踪检查模式下构建四心护理管理体系的探讨

Adiscussion on establishing "four-centered" nursing management system under trace investigation model

目的探讨追踪检查模式下构建护理管理新体系,以保证患者安全,提高护理服务满意度。方法建立四心护理管理体系("以患者为中心"的临床护理、"以管理为核心"的护理管理、"以护士为重心"的护士行为督导管理、"以护士长为向心"的护士长管理),将"以单项质量为中心"的管理模式创新为"以整体质量"为核心的管理模式,比较新管理体系实施前后住院患者满意度、分级护理质量、护理组织收到感谢资讯及亮点。结果新体系实施后出院患者满意度、分级护理质量分别由实施前的(91.52±1.62)、(90.12±1.38)上升为(97.34±2.12)、(95.42±2.36),均有统计学意义;收到感谢资讯及工作亮点分别由实施前的64、8例增加到实施后的107、20例。结论实施"以整体质量"为核心的四心护理管理体系能有效树立"以患者安全和满意"的护理管理理念,完善护理管理内涵,提高护理服务水平,密切护惠关系。

Objective To discuss establishing a new nursing management system under trace investigation model in hos-pital, thus securing patient safety and improve patient satisfacion scores on nursing service. Methods “Four-centered” nursing man-agement system （ patient-centered nursing care, management-centered nursing management, nurse-centered nursing behavior supervi-sing management and head nurse-centered management） was established to innovate traditional “single qulity-centered” manage-ment model to “total qulity-cored” management model. Data on patient satisfaction scores, grading nursing quality, letters of appre-ciation from patients and wording highlights during nursing care were collected an compared before and after the new nursing manage-ment system was perfomed. Results The patient satisfaction scores and the grading nursing quality scores increased from（ 91. 52±1. 62） to（ 97. 34±2. 12） and （ 90. 12±1. 38） to （95. 42±2. 36） after the new system was perfomed. Both the differences were statistically significant. The number of letters appreciation from patients and the working highlights during nursing care increased from 64 to 86 and 8 to 20. Performing “total quality centered” nursing management system could build up an excellent patient safety-and-satisfaction nursing management model, perfecting nursing quality-and-safety management connotation, improving patient-nurse relationship, advancing nursing service.