品管圈活动减少体检中心护理投诉的效果

Effects of Quality Control Circle in Reducing Nursing Complaint in Health Examination Center

目的探讨品管圈活动对减少体检中心护理投诉的效果。方法 2012年1-7月成立品管圈小组,活动开展前对体检客户护理投诉的现状问题进行要因分析,制定并落实质量改进措施,按照品管圈要求开展活动。结果体检客户的总满意率由活动前的90.72%提高至活动后的98.10%,护理不良事件发生率由0.36%降至0.04%,护理投诉率由0.57%降至0.13%,差异均有统计学意义(均P<0.01)。结论品管圈活动可以有效提高体检中心的护理质量,减少护理投诉的发生。

Objective To explore the effects of quality control circle（QCC）in reducing nursing complaint in health examination and improving nursing quality.Methods A QCC work group was set up between Jan to July 2012.The causes of current problem about nursing complaint was analyzed before activities,and proposed and implemented improvement countermeasures,and activities were carried out under QCC requirement.ResultsThe satisfaction level was significantly increased from 90.72% to 98.10%;the incidence of adverse event declined from 0.36%to 0.04%and the nursing complaint were also decreased from 0.57%to 0.13%（P〈0.01）. Conclusion QCC activities can effectively improve the nursing quality,and decrease nursing complain.